In the word of Customer Experience a great deal of acronyms, expressions and terms are used, which to the uninitiated can be rather bewildering. In most cases the people who send us the job briefs at CX Talent Ltd are from an HR and resourcing background and we felt it would be helpful to provide an explanation of terms to make interpreting a brief and finding the ideal candidate just a little bit easier.
Glossary
A glossary of Customer Experience terms
If you’d like to download a copy of the Glossary, please click here for a downloadable pdf version.
If we’ve missed any out, please do get in touch and we will keep updating the list. You can also download your own copy of our Glossary from this page.
ACRONYMS OFTEN USED
| As Is | Describes current position of brand |
| BE | Brand Equity |
| CBT | Customer Benefit Tracker |
| CEF | Customer Experience Framework |
| CI | Continuous Improvement |
| CIS | Customer Information System |
| CMS | Content Management System |
| CRM | Customer Relationship Management |
| Csat | Customer Satisfaction |
| CX | Customer Experience |
| FLS | Front Line Staff |
| IVR | Interactive Voice Response |
| LTV | Life Time Value |
| MI | Market Intelligence |
| MoT | Moment of Truth |
| NPS | Net Promoter Score |
| PoD | Point of Desire |
| PoP | Point of Pain |
| RCA | Root Cause Analysis |
| RoC | Return on Customer |
| To Be | Where the vision takes the brand |
| TOM | Target Operating Model |
| UX | User Experience (online) |
| VoC | Voice of the Customer |
EXPRESSIONS OFTEN USED
| Advocate | Customer who promotes a brand |
| Attributes | Describe what matters and how customers |
| Charter | CX commitments to customers |
| Churn | When customers leave |
| Detractor | Customer who openly criticises |
| Effort | Measure similar to Csat or NPS |
| Engagement | Customer connection to brand |
| Emo-driver | Customer’s emotional driver |
| Council | Senior forum to assess progress |
| Journey Maps | Show how customers engage |
| Dashboard | Top line view of CX performance |
| Ob-boarding | Initiating stakeholders in CX |
| Passives | Customers who are ambivalent |
| Principles | Workable version of attributes |
| Promoters | Customers who openly support |
| Root Cause | The reason creating an issue |
| Sentiment | Reasons in customer feedback |
| Stakeholders | Those impacted by CX |
| Text Analytics | Auto audio & text learning tool |
| Touch Point | Where customer engages with brand, e.g. web |
| Transactional | Purchase triggered interaction |
| Verbatim | Freehand customer feedback |