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What is customer experience (CX)?
Learn about customer experience and the role it plays in the consumer journey.
A series of concise definitional posts explaining core concepts related to the fields of customer support, customer service, customer engagement, and more.
Learn about customer experience and the role it plays in the consumer journey.
Growth 15 min read
Learn about the concept of “voice of the customer” and why it is important to understand. See examples of successful VoC programs.
Growth 10 min read
Find out how to define and measure customer success as it relates to your organization’s products and services.
Growth 2 min read
A user community is a digital space for software products where users can ask questions, share feedback, and collaborate on new ways to use the software.
Growth 2 min read
A customer effort score is a customer experience metric measuring the amount of effort a customer has to make to get their request resolved.
Growth 2 min read
A customer stakeholder is an individual within a customer’s organization who has a stake in the relationship with the vendor.
Growth 2 min read
The Kano model is a methodology typically used to conduct customer-focused research that informs how products and features are developed.
Growth 2 min read
A customer pain point is a particular challenge or problem a customer faces within a brand’s industry or market.
Growth 2 min read
Customer experience design, or CX design, is the discipline of designing better customer experiences at each point of the customer journey.
Growth 2 min read
Downtime is a period of time that a business experiences an outage in the core services that power their product or systems.