Customer Experience Dictionary

Customer Experience Management

Customer experience management (CEM) is the practice of managing and improving an organization’s customer touchpoints and interactions.

 

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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.

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Net Promoter Score

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

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Predictive Analytics

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

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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.

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Social Listening

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

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Speech Analytics

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

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Survey Analysis

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

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Text Analytics

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

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Voice of the Customer

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

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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.

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Social Engagement

Social engagement is the process of communicating (engaging) in an online community.

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Omni-Channel

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

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Customer Journey Mapping

Customer Journey Mapping is the process of documenting every interaction a customer has with your business.

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Customer Effort

Effort is the amount of work a customer has to exert to interact with a business, service or product.

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Clarabridge Recognized as a Leader in The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018

The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018 has a comprehensive 40-criteria evaluation and has identified Clarabridge as a Leader. Clarabridge excels with integrations and helping clients understand the “why.” According to Forrester, Clarabridge’s approach “enables the platform to be the brain for CX programs, helping clients make more intelligent decisions.” Clarabridge received the highest score possible in the feedback and data collection capabilities, text analytics, and scalability criteria in the current offering category, and the second highest score in analysis capabilities.

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