Glossary: 196 terms

Dashboard

A dashboard is a user interface or web page that provides at-a-glance views of key performance indicators, usually in a graphic, easy-to-read form, of key information related to the progress and performance of a business. A good dashboard …

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Data

It is all the information including facts and statistics that you can analyze to reach a result in research. As the famous quality guru Edwards Deming says: “Without data, you’re just another person with an opinion.” In addition to …

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Data Analytics

Data analytics is the science of analyzing raw data and modeling it with the goal of finding trends, transforming this data to useful information and creating a business value from high volume data. In a world where …

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Delivery Time

It is the amount of time needed from the time when the order is placed until the order is delivered to the customer. If the estimated delivery times are shown at the time of order, …

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Design

It refers to the process of imagining, creating, and iterating products that solve users’ problems or address specific needs in a given market. In customer experience management, the products and processes are examined and designed to make …

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Design Thinking

Design thinking refers to the cognitive, strategic and practical processes by which design concepts are developed. It’s a process of problem-solving that starts with understanding customer needs. Instead of completing and implementing a product or process, it …

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Detractors

In the Net Promoter Score calculation, customers who give a score from 0 to 6 on the 0-10 scale are considered as Detractors and are customers who are not satisfied with the company. This category of customers …

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Digital Channels

Abbreviation: DC Digital channels are one of the 3 main types of channels that companies communicate through with customers (The other two main channels: Physical channels, like stores or branches and call centers.) The usage rate …

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Digital Customer Experience

Abbreviation: DCX It is the management of customer experience in digital channels. As the usage rate of digital channels increased, the experience in these channels became more important. One of the critical points for a good experience is that digital channels …

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