Glossary of Terms

Deepen your understanding to drive your expertise, and share with colleagues to enlighten ideas and inspire innovation. This glossary of terms will help to elevate clarity, and guide conversations that bridge gaps across teams of shared interest in customer centricity.

What is Customer Experience (CX)?

  • Customer experience is the perception a customer has of a brand based on a collection of interactions including marketing campaigns, product use, social media presence, customer service contacts, and more. Exceptional customer experience can increase customer loyalty and retention and turn customers into brand advocates. Therefore, CX impacts the bottom line.
  • In these digital days, consumers have much more exposure to brands, making it important that brands always act consistently and with the customer experience in mind. CX can be very emotion-driven. One bad interaction – a controversial Facebook post or some bad publicity – can cause a customer to have a negative perception of a business that is difficult to overcome.
  • Because CX impacts revenue, it has become increasingly important to businesses. In fact, Gartner estimates that two-thirds of companies now compete mainly on CX and that number is expected to increase. While companies used to compete on price and quality, today’s consumers expect great customer experiences and will reward businesses by paying a premium, purchasing more products, and referring friends and family. Some people view the current business environment as “the experience economy.”
  • Positive, consistent CX doesn’t happen on its own. Because there are so many possible interactions that can shape consumer perceptions, brands should take a structured approach to managing the customer experience. Organizations that recognize this have implemented Voice of the Customer (VOC) teams who are responsible for designing, analyzing, and optimizing customer experiences for all touchpoints along the customer journey. These teams often use to aggregate and holistically analyze data related to CX.

About NICE Satmetrix

NICE Satmetrix is the leading global provider of Voice of the Customer (VOC) software used by the world's most forward-thinking companies to analyze and transform their customer service interactions. Our Customer Journey-based solution combines and analyzes customer interactions, solicited feedback, and operational data at enterprise scale to uncover blind spots, increase customer satisfaction and improve agent performance.

With consumers reaching out to contact centers for more reasons than ever before, providing consistent and optimized experiences is central to fostering loyalty and increasing customer lifetime value. NICE Satmetrix VOC enables businesses of all sizes to grow the value of customer service touchpoints and operationalize customer feedback.

With NICE Satmetrix VOC, the top VOC solution for contact centers, contact centers get access to:

Integrations with NICE inContact CXone and the NICE portfolio of contact center solutions

  • Superior analytics
  • Digital omnichannel and hassle-free IVR integrations
  • Customer Journey-based design
  • One-stop-shop for all your contact center VOC needs

NICE Satmetrix is the co-creator of the Net Promoter Score® (NPS®), one of the best indicators of customer loyalty and predictors of business growth. We've instilled our deep knowledge of consumer behavior into our VOC software to make NICE Satmetrix holistic VOC a true one-stop shop for Voice of the Customer with a self-service solution that meets the needs of organizations of every size.

Back to Glossary