Capabilities
The mix of knowledge, skills, tools, processes, and behaviors that combine to deliver on organizational objectives.
Corpus
An AI textbook. This vast collection of written or spoken content trains and tests language models, shaping the evolution of generative AI. It is fundamental for developing and improving generative AI models and their applications in different language tasks.
Customer service
A comprehensive customer support service before or after a purchase that seeks to make the experience positive.
Contact Center as a Service (CCaaS)
A native, cloud-based CX service that permits a company to integrate with the software used by a contact center.
Content moderation
The application of rules to content generated by other users to determine its intentions and admissibility.
CX Innovation
Put simply, CX innovation revolves around your customers—providing them with original, personalized, helpful, and enjoyable products and services that help differentiate your company in a crowded market. The status quo is not enough. To win today, your company needs to offer innovative experiences that are different and memorable — experiences that keep your customers talking […]
Customer Service
Customer service refers to specific touchpoints within the experience where a customer requests and receives assistance or help from your organization — for example, calling an operator with a billing question, interacting via email regarding a warranty issue, or communicating through a chatbot on your website to order new services.
Customer Journey
In the context of customer experience, the customer journey refers to the path of interactions an individual has with your brand, products, and services. To improve customer experience, companies will work to map the customer journey to better visualize the experience of interacting with your brand from the customer’s point of view.
Customer Experience
Customer experience (abbreviated as CX) refers to your customers’ holistic perceptions and feelings resulting from their interactions and experiences with your company’s employees, systems, channels, or products. It is related to, but broader than customer service. Everything your company does impacts a customer’s experience and the benefits of delivering an exceptional CX cannot be understated.
CSAT
CSAT is short for Customer Satisfaction Score. CSAT is a common customer experience metric that measures happiness with a product, service, or support interaction through a brief customer survey that asks, “How satisfied were you with xyz?”. Customers respond using a 1-5 scale, ranking from Extremely Dissatisfied to Extremely Satisfied. The survey is commonly presented […]