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Experience 101 > Glossary
360 Reviews
A/B testing
Abandoned call
Abandonment rate
Acquisition
After call work (ACW)
Always-on surveys
App analytics
Artificial Intelligence
Average call time
Average first response time
Average order value (AOV)
Average reply time
Average resolution time (ART)
Average speed of answer (ASA)
Average talk time
Bird’s nest behavior
Brand advocate
Brand promise
Burnout
Business-to-Business (B2B)
Business-to-Consumer (B2C)
Call abandonment rate
Call dispositioning
Call silence time
Call volume
Channel silos
Chatbot
Chatbots
Chief Customer Officer (CCO) or Chief Experience Officer (CXO)
Chief Human Resources Officer (CHRO), Chief People Officer (CPO), and Chief Employee Experience Officer (CEEO)
Churn
Churn Rate
Clickstream data
Closed loop feedback
Coaching
Company culture
Company mission
Company view
Company vision
Complaints
Contact center
Contact Center Agent
Contingent worker
Continuous Response Model
Conversational feedback
Conversion rate
Conversion rate optimization (CRO)
Core values
Cost per call
Cross-channel
Cross-sell
Cross-sell / up-sell
Culture fit
Customer analytics
Customer centricity
Customer community
Customer database
Customer Effort Score
Customer engagement
Customer experience (CX)
Customer experience management (CEM)
Customer experience platform
Customer Experience Strategy
Customer feedback
Customer insights
Customer Journey
Customer journey mapping
Customer life cycle
Customer lifecycle management
Customer lifetime value (CLV, LTV, CLTV)
Customer listening
Customer loyalty
Customer Persona
Customer preferences
Customer relationship management (CRM)
Customer satisfaction (CSAT)
Customer service
Customer Signals
Customer survey
Design thinking
Deskless workers
Device rotation behavior
Diarization
Digital body language
Digital experience
Digital experience analytics
Digital experience optimization
Digital Experience Score (DXS®)
Digital feedback
Digital feedback or signals
Digital transformation
Direct feedback
Direct feedback or signals
Diversity, Equity & Inclusion (DEI), Diversity & Inclusion (D&I), Diversity, Inclusion & Belonging (DIB)
Ecommerce
Empathy
Employee effort score
Employee engagement
Employee experience (EX)
Employee experience action platform
Employee journey and employee lifecycle
Employee lifecycle management
Employee lifetime value (ELTV)
Employee resource groups (ERGs)
Employee satisfaction
Employee sentiment
Employee view
Engagement rate
Engagement score
Engagement survey
Expected wait time (EWT)
Experience design (XD)
First call/contact resolution (FCR)
Form analytics
Form experience score
Frustration score
Full-time employee (FTE)
Gig economy
Heatmap
Help center or help desk
Human resources (HR)
Indirect Feedback
Indirect feedback or signals
Interactions
Interactive voice response (IVR)
Journey visualizations
KANO model
Key Performance Indicator (KPI)
Landing page
Live chat
Measurement framework
Moments of truth
Mouse reading behavior
Multi-click behavior
Multichannel
Net Promoter Score (NPS®)
Net Promoter System
Non-traditional workers
Objectives and key results (OKRs)
Omnichannel
Onboarding
Online knowledge base
Overtalk
Path Analysis
Peak moments
People analytics
Performance management
Performance Reviews
Personalization
Personalized view
Pulse Survey
Qualitative user data
Quality assurance (QA)
Quality evaluation (QE)
Quality Management (QM)
Quantitative user data
Referral
Relationship survey
Response rate
Retention
Reviews
Root Cause Analysis
Sample size
Scroll engagement behavior
Select and copy behavior
Self-service
Sentiment
Service recovery
Session Replay
Signals
Social listening
Speech analytics
Structured data
Sunburst visualizations
Talk time
Technical experience score
Text analytics
Total quality management (TQM)
Touchpoint
Transactional survey
Triggered surveys
Turnover
Unstructured data
User experience (UX)
User experience design
User friction
User friendly
User journey
User testing
Voice of the customer (VoC)
Voice of the employee
Website analytics
Wellness
Work-life balance
Workforce