Machine learning is an application of artificial intelligence (AI) that provides systems the ability to automatically learn and improve from experience without being explicitly programmed. The use of machine learning is increasing day by day …
It consists of all the customers who have a need and make purchases accordingly. In the customer experience field, It is important for the company’s success to know the market, the customers and to offer products & …
Abbreviation: MR Market research (or marketing research) refers to the studies used to gather information and better understand a company’s customers in the target market. It can either be qualitative (See: Qualitative Research) or quantitative (See: Quantitative …
It is the evaluation made in order to evaluate the level of the companies in a particular discipline like customer experience and to determine the development areas. Although there are methods of calculating the level of maturity …
It is a quantitative (See Quantitative Research) measurement of data. When managing the customer experience, both experiential and operational metrics should be measured and tracked. For example, the Average Speed of Answer is an operational metric that affects …
Abbreviation: MoT The moment of Truth was first defined in 2005 by Procter & Gamble CEO A. G. Lafley. These are the moments when customers communicate with the company, having an idea about the products and …
Multi-channel provides the opportunity to solve customer needs and problems through different channels. An example of multiple channels is to ensure that the subscription process, which can be done through a physical channel, can be done through the …
Mystery Shopping is a method of gauging customer experience where individuals are recruited to portray actual customers. It is used in physical channels such as call centers and stores. The recognition of mystery shoppers by the employees …
