Customer Experience Dictionary

Natural Language Processing

Natural Language Processing (NLP) is a field of computer science that deals with applying linguistic and statistical algorithms to text in order to extract meaning in a way that is very similar to how the human brain understands language. more...

Net Promoter Score

Net Promoter Score, or NPS®, is a customer relationship metric used by many businesses to benchmark their customers satisfaction. more...

Predictive Analytics

Predictive analytics is the application of math and statistics to data mining in order to predict what will happen in the future. more...

Sentiment Analysis

Sentiment analysis is the examination of written or spoken language to determine if the expression is positive, negative, or neutral, and to what degree. more...

Social Listening

Social listening is the process of understanding the online conversation about a company or brand, as well as its products and services. more...

Speech Analytics

Speech analytics is the process of extracting meaning from audio recordings and analyzing it to find relevant business intelligence. more...

Survey Analysis

Customer satisfaction surveys measure how happy customers are with a company’s products and services. more...

Text Analytics

Text analytics is the process of analyzing unstructured text, extracting relevant information, and transforming it into useful business intelligence. more...

Voice of the Customer

Voice of the Customer (VoC) captures how customers feel about their experience with a business, product and/or service. more...

Customer Engagement

Customer engagement is the emotional connection between a customer and a brand. Highly engaged customers buy more, promote more, and demonstrate more loyalty. more...

Omni-Channel

Omni-channel broadly refers to all of the ways that customers and organizations can interact. more...