Machine Learning is a type of artificial intelligence that learns or adapts over time. Instead of following static rules coded in a program, machine learning focuses on the development of computer programs that can access data and use it to learn for themselves. Machine learning is used in lots of ways including applications and systems for medical diagnosis, autonomous vehicles, predictive text, speech recognition and image recognition.

Measurement is defined as a quantitative indictor that is a reliable guide to whether a customer relationship is getting better or getting worse.

Multi-channel refers to companies using two or more channels to interact with their customers.