Jargon Buster

Use our glossary tool to search for and demystify some of the terminology surrounding customer experience.  Each consultancy may use different terms to describe what they mean so don't take these definitions as sacred, however here we've defined some of the terms we hear to explain what WE mean.
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There are 2 names in this directory beginning with the letter P.
PREDICTIVE ANALYSIS
Brands know what customers are going to do before they know it themselves...... scary!

PURPOSE/MISSION STATEMENT
A brief description of a company's fundamental purpose for being in business e.g. Nokia -' Connecting People'. Often confused with vision but visions are written in the future tense whereas a purpose/mission is present tense.

“Smith+Co have a deep understanding of the complexities of customer experience and were extremely effective in helping us to build our brand around customer experience. I recommend that companies focusing on customer experience take advantage of their expertise.”

Lorena Baker Harris, Director Corporate Marketing
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