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.
Learn MoreCustomer Emotion
Customer emotion is a measure of how customers feel about their experience with a company.
Learn MorePredictive Analytics
Predictive analytics is the application of math and statistics to data mining in order to predict what will happen in the future.
Learn MoreSentiment 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.
Read MoreSocial Listening
Social listening is the process of understanding the online conversation about a company or brand, as well as its products and services.
Read MoreSpeech Analytics
Speech analytics is the process of extracting meaning from audio recordings and analyzing it to find relevant business intelligence.
Read MoreSurvey Analysis
Customer satisfaction surveys measure how happy customers are with a company’s products and services.
Read MoreText Analytics
Text analytics is the process of analyzing unstructured text, extracting relevant information, and transforming it into useful business intelligence.
Read MoreVoice of the Customer
Voice of the Customer (VoC) captures how customers feel about their experience with a business, product and/or service.
Read MoreCustomer Engagement
Customer engagement is the emotional connection between a customer and a brand. Highly engaged customers buy more, promote more, and demonstrate more loyalty.
Read MoreSocial Engagement
Social engagement is the process of communicating (engaging) in an online community.
Read MoreOmni-Channel
Omni-channel broadly refers to all of the ways that customers and organizations can interact.
Read MoreCustomer Journey Mapping
Customer Journey Mapping is the process of documenting every interaction a customer has with your business.
Read MoreDigital Customer Service
Digital Customer Service is the act of providing customer support across digital channels, whether that’s through text messaging, email, social media channels, or your website.
Read MoreCustomer Effort
Effort is the amount of work a customer has to exert to interact with a business, service or product.
Read MoreClarabridge 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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