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.
Read MoreCustomer Effort
Effort is the amount of work a customer has to exert to interact with a business, service or product.
Read MoreCustomer Emotion
Customer emotion is a measure of how customers feel about their experience with a company.
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 MoreCustomer 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 …
Read MoreCustomer Journey Analytics
Customer Journey Analytics is the process of understanding the impact of 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 MoreNatural 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.
Read MoreNatural Language Understanding
Natural Language Understanding (NLU) is a field of computer science which analyzes what language means, rather than simply what individual words say.
Read MoreOmni-Channel
Omni-channel broadly refers to all of the ways that customers and organizations can interact.
Read MorePredictive Analytics
Predictive analytics is the application of math and statistics to data mining in order to predict what will happen in the future.
Read MoreQuality Assurance
Quality Assurance (QA) is the practice of maintaining consistent standards when delivering a product or a service to a customer.
Read MoreQuality 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.
Read 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 Customer Service
Social Customer Service is the act of providing customer support through social media channels.
Read MoreSocial Engagement
Social engagement is the process of communicating (engaging) in an online community.
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 MoreSocial Media Analytics
Social Media Analytics is the process of examining data about social conversations to understand and use it.
Read MoreSocial Media Management
Social Media Management is the act of monitoring, and participating in, social conversations across platforms.
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 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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