Customer experience managementThe 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.
- voice of the customer (VOC) - Voice of the customer (VOC) is the component of customer experience that focuses on customer needs, wants, expectations and preferences.
- voice recognition (speaker recognition) - Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and perform spoken commands.
- weak tie theory - Weak tie theory is the proposition that acquaintances are likely to be more influential than close friends, particularly in social networks.