A channel is a medium through which the company and customers interact and communicate with each other. This can be one-way, through activities such as marketing, or two-way, through activities such as service.

Channel Harmony is about making sure that all the channels that are used to interact with the customers work together to give the beset experience possible.; each channel must complement each other, not just replicate the experience in a different way.

CRM stands for Customer Relationship Management. CRM Systems are essentially databases designed to capture and hold all the customer data. A good CRM system will allow the staff to quickly and easily access all the information the company has about their customers. Most importantly, a CRM should provide a single view of the customer, helping to improve the Customer Experience.

With Cross-Channel the experience of a customer starts on one channel and then moves to another. This change between channels can happen at any stage of a customer journey.

Culture is the underlying beliefs, assumptions, values, and ways of interacting that contribute to the unique social and psychological environment of an organization.

Customer acquisition is the way in which a company gets new customers to purchase their goods and services.

Culture in which the customer is at the heart of everything the company does. A customer centric culture embodies the belief that the customers are the main reason the company exists, obsessed with really understanding the customer, have razor-shar focus on creating excellent experiences for customer at every interaction, customer are the priority, and every decision is driven by the customers’ perspective into account.

The standard of experience that a customer expects from a company.

Customer Experience is how a customer feels as a result of every interaction they have with a company.

Customer Experience Excellence happens when a company exceeds their customers’ expectations consistently.

Customer Journey is defined as every interaction across every touchpoint that a customer has with the company.

Customer Journey Mapping is a process in which the company needs to walk in their customers’ shoes and map out every interaction at every touchpoint along the customer journey for each different type of customer.

Customer Loyalty is the extent to which a customer is connected and committed to doing business with a company.

Customer promise is the experience a company’s customers can expect to consistently receive when they interact with that company.

Customer Retention is a company’s ability to retain their existing customers.

The functional elements a company provides to its customers before, during and after a product or service is bought.

The CX taskforce is a cross functional team of CX champions from across the company, who are responsible for delivering the company’s CX strategy.