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Customer experience. Customer experience, sometimes abbreviated to CX, is the totality of cognitive, affective, sensory, and behavioral customer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. [1][2][3]
Artificial intelligence in customer experience is the use and development of artificial intelligence (AI) to aid and improve customer experience (sometimes abbreviated to CX AI). [1][2] Chatbots are often seen as the first step in the development of AI within the industry, but more tailored offerings are slowly becoming available.
Customer service is the assistance and advice provided by a company through phone, online chat, mail, and e-mail to those who buy or use its products or services. Each industry requires different levels of customer service, [1] but towards the end, the idea of a well-performed service is that of increasing revenues.
Customer engagement. Customer experience system. Customer feedback management services. Customer franchise. Customer insight. The customer is always right. The customer is not a moron. Customer success. Customer value proposition.
A customer experience system is a business and operational support system (BSS/OSS) intended to help service providers to improve customer experience.. In the past, communications service providers (wired communication, wireless, broadband cable, satellite) and other companies competed through product differentiation and price points.
Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." [1] Enhancing customer satisfaction and fostering customer loyalty are pivotal for businesses, given the significant importance of ...
User experience (UX) is how a user interacts with and experiences a product, system or service. It includes a person's perceptions of utility, ease of use, and efficiency. Improving user experience is important to most companies, designers, and creators when creating and refining products because negative user experience can diminish the use of ...
Quality of experience (QoE) is a measure of the delight or annoyance of a customer's experiences with a service (e.g., web browsing, phone call, TV broadcast). [1] QoE focuses on the entire service experience; it is a holistic concept, similar to the field of user experience, but with its roots in telecommunication. [2]