Customer Experience Glossary
One hundred and twenty customer experience terms defined in plain language, from CSAT and NPS to journeys, touchpoints and AI chat.
Customer Experience Basics
Customer experience is the whole of how someone feels about dealing with a business, from the first search to the message sent after something has gone wrong.
These articles define the terms plainly and show how the parts fit together: what a customer journey map is for, how touchpoints add up, where service ends and experience begins, and which metrics tell you something you can act on.
Start here for the vocabulary and the framework, before deciding what to measure or which tools to put behind it.
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Latest articles
Customer Experience Management (CXM): The Complete Guide to Flowing Experiences
CXM is the practice of designing and improving every interaction across the customer lifecycle. How it differs from CRM, and what a strategy needs.
Customer Service vs Customer Experience: Distinct Yet Intertwined Paths to Customer Loyalty
Service is what happens when something goes wrong. Experience is everything around it. Where the two differ, and why both decide whether people come back.
Customer Touchpoints: How to Create a Strategy That Makes Every Moment Flow
A touchpoint is any moment that shapes how someone sees you, including the silence after a complaint. How to map, design and measure them.
CX Strategy: Framework, 7 Pillars & Step-by-Step Guide
A CX strategy is the framework for delivering consistent interactions at every touchpoint. The seven pillars behind one, and how to build it step by step.
What Is a Customer?
A customer is not one role but several: buyer, user, client, influencer. This guide covers the types, segmentation models, adoption curve and lifecycle stages that shape how teams serve them.
What Is a Customer Journey Map
A journey map shows what customers think, feel and do at every stage, from first discovery to advocacy. What goes into one, and how to build it.
What Is Customer Experience?
Customer experience is not a slide deck. It is what shoppers feel when pre-sale answers are clear, post-purchase support is fast, and every channel shares the same context. This guide explains CX in plain terms.
Why Customer Experience Is Important: Loyalty, Growth & the Future of Connection
Customers buy how you make them feel as much as what you sell. Why experience now shapes loyalty and growth as much as price or product.
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