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.- UX research - UX (user experience) research is the study of learning what end users of a system or product need and want, then employing those insights to enhance the design process for products, services or software.