Browse Definitions :

Customer experience management

The goal of customer experience management (CEM) is to optimize customer satisfaction at each touchpoint of the customer journey. Definitions in this glossary include terms about marketing and creating a customer-centric view of business, the use of AI and RPA in martech, capturing and analyzing customer feedback and contact center automation.

  • open loop / closed loop payment cards - Open loop and closed loop, in the context of payment cards, are categories that stipulate whether a card can be used in businesses other than that of the card issuer.
  • outbound call - An outbound call is one initiated by a call center agent to a customer on behalf of a call center or client.
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Networking
  • client-server

    Client-server is a relationship in which one program, the client, requests a service or resource from another program, the server.

  • voice over LTE (VoLTE)

    Voice over LTE (VoLTE) is a digital packet technology that uses 4G LTE networks to route voice traffic and transmit data.

  • ONOS (Open Network Operating System)

    Open Network Operating System (ONOS) is an OS designed to help network service providers build carrier-grade software-defined ...

Security
  • three-factor authentication (3FA)

    Three-factor authentication (3FA) is the use of identity-confirming credentials from three separate categories of authentication ...

  • cyber espionage

    Cyber espionage (cyberespionage) is a type of cyber attack that malicious hackers carry out against a business or government ...

  • role-based access control (RBAC)

    Role-based access control (RBAC) is a method of restricting network access based on the roles of individual users within an ...

CIO
  • project charter

    A project charter is a formal short document that states a project exists and provides project managers with written authority to...

  • leadership

    Leadership is the ability of an individual or a group of people to influence and guide followers or members of an organization, ...

  • transaction

    In computing, a transaction is a set of related tasks treated as a single action.

HRSoftware
  • employee engagement

    Employee engagement is the emotional and professional connection an employee feels toward their organization, colleagues and work.

  • talent pool

    A talent pool is a database of job candidates who have the potential to meet an organization's immediate and long-term needs.

  • diversity, equity and inclusion (DEI)

    Diversity, equity and inclusion is a term used to describe policies and programs that promote the representation and ...

Customer Experience
  • sales development representative (SDR)

    A sales development representative (SDR) is an individual who focuses on prospecting, moving and qualifying leads through the ...

  • service level indicator

    A service level indicator (SLI) is a metric that indicates what measure of performance a customer is receiving at a given time.

  • customer data platform (CDP)

    A customer data platform (CDP) is a type of software application that provides a unified platform of customer information that ...

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