Customer Experience Management
Customer experience management (CEM) is the practice of managing and improving an organization’s customer touchpoints and interactions. more...
Customer experience management (CEM) is the practice of managing and improving an organization’s customer touchpoints and interactions. more...
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, or NPS®, is a customer relationship metric used by many businesses to benchmark their customers satisfaction. more...
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 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 is the process of understanding the online conversation about a company or brand, as well as its products and services. more...
Speech analytics is the process of extracting meaning from audio recordings and analyzing it to find relevant business intelligence. more...
Customer satisfaction surveys measure how happy customers are with a company’s products and services. more...
Text analytics is the process of analyzing unstructured text, extracting relevant information, and transforming it into useful business intelligence. more...
Voice of the Customer (VoC) captures how customers feel about their experience with a business, product and/or service. more...
Customer engagement is the emotional connection between a customer and a brand. Highly engaged customers buy more, promote more, and demonstrate more loyalty. more...
Social engagement is the process of communicating (engaging) in an online community. more...
Omni-channel broadly refers to all of the ways that customers and organizations can interact. more...
Customer Journey Mapping is the process of documenting every interaction a customer has with your business. more...
