PXP Glossary
Customer Experience, Customer Feedback, Employee Engagement Vocabulary Defined
This glossary defines the most common vocabulary, measurements, metrics, and phrases related to the field of customer experience management and terminologies used in Press'nXPress platform to provide clarity around the meaning of a particular term.
A
Action Hub
Customer Feedback Management is not just about requesting and receiving feedback from customers. Press'nXPress Action Hub enables organizations to close the feedback loop with your customers. It is one single location to see the history of feedback and conversation with customers.
Agent
An individual who handles the customer interaction resulting from inbound and/or outbound contact. Also called customer service representatives, among other titles, an agent is a person that works in a contact center. An agent's primary duty is to interact with customers in order to assist them with whatever they need from an organization.
Agent Scorecard
A tool for measuring and monitoring quality assurance (QA) and performance metrics for individual agents.
Agent Insights
A performance report providing statistical insights related to an individual agent’s average performance and customer feedback is one of the factors.
Analytics
Tools that analyze data points, make correlations, reveal insights, and report on trends to help a business improve operations.
Application
A tool, service, or capability that enables the business to identify, respond to, route, and track interactions.
Application Programming Interface (API)
A set of functions and procedures allowing developers to create applications that access the features or data of an operating system, application, or other service.
Artificial Intelligence (AI)
Cognitive technology that uses and analyzes data, algorithms, and programming to perform actions, predict problems, and adapt to circumstances.
Automation
Technology built to assume control of processes previously performed by humans. Automation typically increases efficiency, reduces costs, improves accuracy, and offloads mundane, repetitive tasks from employees, thereby changing the nature of their jobs.
Automated Report
Reports that are generated automatically on defined schedule (daily/weekly/monthly) and sent to users.
B
Bot
A bot is a piece of software that automates tasks that humans would otherwise perform.
Branch
A location of business with physical addresses where the touchpoints are defined.
Branch Reporting
The tracking and presentation of key performance indicators (KPIs) and planned metrics on branch activities.
Business-to-Business (B2B)
Refers to marketplace transactions between businesses.
Business-to-Consumer (B2C)
Refers to marketplace transactions between businesses and consumers.
C
Caller
The calling party, or customer, with whom your contact center system or agent interacts.
Call Center
An operation where a large volume of calls is handled on behalf of an organizational division (e.g., Customer Service, Sales, Support).
Channels
Various physical, digital and voice communication mediums that facilitate customer interactions with a business.
Chat
A digital messaging application built into an organization’s contact center platform, and launched from the organization’s website, that allows a customer to communicate and receive service quickly and easily online.
Chatbot
An AI-enabled robot capable of communicating with human customers to deliver efficient service across voice and digital channels.
Collector
A tool and mean to collect data such as customer feedback.
Context
A combination of identifying factors about a customer—including user identity, environmental, and process-based information—that form insights which allow an organization to deliver a relevant and optimal experience to the customer.
Contact Center Agent
A contact center agent is the front-line employee that interacts directly with customers and assists with issues such as placing orders, resolving billing issues and answering policy questions.
CRM (Customer Relationship Management)
The strategies, technology, and resources used to achieve a holistic understanding of a customer and their relationship to an organization. Proper CRM integration in a contact center can lead to more personalized service, increased customer retention, and more revenue.
Customer
An Individual that has an interaction or transaction with a brand.
Customer Effort Score (CES)
Measures how much work customers have to expend to get help. A score based on the amount of effort a customer expends in getting their issue resolved, purchasing a product, etc.
Customer Experience (CX)
The experience resulting from a customer’s interaction on any channel and at any touchpoint of the customer journey.
Customer Experience Management (CEM)
An organizational strategy designed to optimize customer experience and customer engagement.
Customer Experience Platform
The set of processes and systems that enable businesses to manage the customer experience.
Customer Engagement
A framework connecting multiple systems, processes, and stakeholders together to optimally engage the customer across their customer journey.
Customer Feedback
Customer feedback is input that consumers provide to companies they do business with. It may be unsolicited - for example, a customer may file a complaint - but organizations often use structured methods to solicit and collect customer feedback.
Customer Journey
A complete end-to-end set of experiences customers have when interacting with an organization or brand.
Customer Journey Management
Customer journey management uses the latest strategies and software to provide seamless and consistently exceptional omnichannel customer experiences across a customer journey.
Customer Journey Map
A visual diagram of all touchpoints within a customer journey.
Customer Journey Optimization
The process of optimizing the customer journey through mapping and management.
Customer Satisfaction (CSAT)
Measures how a customer feels about the help they received and how well the organization meets expectations. It reflects the percentage of happy customers.
Customer Service
The support offered to customers before, during, and after their purchase.
Customer Surveys
Customer surveys are tools organizations use to collect feedback from their customers about any number of topics. Customer surveys can take several forms, including paper-based documents that are mailed customers, digital surveys that appear after website transactions, and surveys facilitated by outbound phone agents.
D
Dashboard
A display and visualization of real-time communication, KPI reporting, or historical information across a screen for easy viewing.
Database
An application that stores, organizes, and structures data consistently for efficient analysis.
E
Employee Engagement
The level at which employees are engaged in their work and with the organization. Refers to how strongly employees are committed to working towards their organization's goals and vision.
G
Generative AI
Generative AI refers to machine learning models that create new data, such as text, images, or music, by learning patterns from existing data and generating novel content autonomously.
H
Hardware
The on-premise, physical infrastructure of a computer or kiosk
I
Integration
The process of joining two applications to communicate with each other by sending and receiving data via methods such as API.
Interaction
The touchpoint of communication between a customer and an organization on the customer’s preferred communication channel of choice.
IVR
Interactive Voice Response is an automated interface that guides the caller or is used to capture feedback at the end of call. It can respond to a customer’s speech, or to the digits entered by a customer.
J
Journey Mapping
Identifying multiple touchpoints across the journey in a way that viewers of the map can understand the experience from the customer's viewpoint. It includes information about the customer's goals for the journey.
K
KPI (Key Performance Indicator)
A high-level measurement of contact center performance captured in reports and reviewed on a regular basis.
L
Leaderboard
Leaderboard or Ranking show branches and employees where they stand compared to their peers on important Key Performance Indicators (KPIs).
N
Natural Language Processing
A technological process that powers the capability to turn text or audio speech into encoded, structured information.
Net Promoter Score (NPS)
Determines how likely a person is to recommend a business. This metric is used to measure customer perception of a brand and can predict revenue growth or decline. It is one of the primary methods by which companies assess loyalty and predict churn. It asks on a scale of 1 to 10, if customer recommends the business to others. Promoters indicate a score of 9-10. Passives indicate a score of 7-8. Detractors indicate a score of 1-6. Calculating NPS® score is simple - just subtract the percentage of Detractors from the percentage of Promoters.
O
Omnichannel Customer Experience
The personalized experience a customer has when their individual interactions with an organization are seamlessly connected and tracked across multiple communication channels of the customer’s choice.
Omnichannel Customer Feedback
Collection of feedback from customers from any channel that individual has interactions with an organization e.g. website, in-person, SMS, email, phone
Omnichannel Customer Journey
Describes a complete end-to-end set of experiences a customer has when interacting with an organization or brand across voice and digital channels.
P
Promoter Index (PI)
Promoter Index is the normalized NPS score in the range of 0-10.
PXPscore
PXPscore or XPressScore focuses on the full spectrum of feedback responses. Includes Meh (passive) responses into the calculation and also it is a weighted score (based on research an unhappy customer has a higher risk for a brand compared to a happy customer). The XPressScore identifies and highlights the underperforming touchpoints and interaction points much better than NPS (which ignores passive responses) or CSAT (percentage of promoters).
R
Ranking
Ranking or Leaderboard show branches and employees where they stand compared to their peers on important Key Performance Indicators (KPIs).
Return on Investment (ROI)
Value of an investment expressed as a percentage of funds invested to generate a gain.
S
SaaS (Software as a Service)
A licensing and delivery model in which a vendor hosts and manages software in the cloud, making it available to access via the internet for clients paying on a subscription basis.
Sections
A physical segmentation where the touchpoint located in a branch e.g. Exit, Cashier
Sentiment Score
Sentiment Score is a KPI to determine if a chunk of text is positive, negative or neutral based on Sentiment Analysis that is performed. The sentiment score range is between -1 and 1 (Negative -1 to -0.25, Neutral -0.25 - .25, Positive 0.25 - 1).
Sentiment Analysis
AI-enabled analysis deriving information from speech and text sources to indicate the nature of commentary on an issue or the sentiment behind the commentary.
Speech analytics
Also known as interaction analytics, is technology that leverages artificial intelligence to understand, process, and analyze human speech.
T
Text Analytics
The automated process of translating large volumes of unstructured text into quantitative data to uncover insights, trends, and patterns. In text analytics, natural language processing (NLP) and machine learning (ML) techniques are combined to assign sentiment scores to the topics, categories or entities within a phrase.
Touchpoint
Any moment across the customer journey when a consumer comes into contact with a representation of your business or brand.
V
Voice of the Customer (VOC)
captures, stores, and analyzes customer feedback—whether direct, indirect, or inferred—to produce a set of insights on customer preferences, priorities, satisfaction, and more.
W
Workflow
A system that enables and tracks the efficient, optimal, consistent execution of business processes and automated tasks.
X
XPressScore
XPressScore or PXPscore focuses on the full spectrum of feedback responses. Includes Meh (passive) responses into the calculation and also it is a weighted score (based on research an unhappy customer has a higher risk for a brand compared to a happy customer). The XPressScore identifies and highlights the underperforming touchpoints and interaction points much better than NPS (which ignores passive responses) or CSAT (percentage of promoters).