Customer Experience Dictionary

Glossary of widely-used CX terms, plus forward thinking (Clarabridge approved) definitions to keep your professional knowledge base one step ahead. And for CX inspiration and insights—check out our blog.

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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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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Customer Emotion

Customer emotion is a measure of how customers feel about their experience with a company.

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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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Customer Intent

Customer Intent is often understood as buyer intent, or the purpose or reason behind a statement or action as part of a customer’s journey toward a purchase. However, in the customer experience and service space, it can mean much more …

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Customer Journey Analytics

Customer Journey Analytics is the process of understanding the impact of every interaction a customer has with your business.

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Digital 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.

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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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Natural Language Understanding

Natural Language Understanding (NLU) is a field of computer science which analyzes what language means, rather than simply what individual words say.

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

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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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Quality Assurance

Quality Assurance (QA) is the practice of maintaining consistent standards when delivering a product or a service to a customer.

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Quality Management

Quality Management (QM) is the process of continuous improvement based on setting goals, identifying deviations from these goals, and adjusting processes and behaviors accordingly.

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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 Customer Service

Social Customer Service is the act of providing customer support through social media channels.

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Social Engagement

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

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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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Social Media Analytics

Social Media Analytics is the process of examining data about social conversations to understand and use it.

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Social Media Management

Social Media Management is the act of monitoring, and participating in, social conversations across platforms.

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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 Experience Resources

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

Forrester Research names Clarabridge as a Leader in The Forrester Wave™: Customer Feedback Management Platforms, Q1 2020.

Out of all the participants, Clarabridge received the highest score in the current offering category. In addition to earning the highest possible score in the criteria of customer success and support, product vision and strategy, and scalability, Clarabridge received the highest scores of all vendors in the integrations, text analytics, and customer relationship criteria.

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