CX Common Terms Glossary2018-08-17T11:28:01+00:00

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 3 names in this directory beginning with the letter T.
TECHNOLOGICAL EVALUATION OF BRAND BEHAVIOURS
Technology suppliers trying to make their kit more aligned with how customers actually want to use it.... there’s a radical thought.

TOP OF MIND
The brand that people think of first when asked to recall. It is the highest level of share of mind.

TOUCHLINE AND TOUCHLINE MAPPING
The depiction of the end-to-end journey a customer has of your brand and the significant points of interaction along it. E.g. Purchase.

“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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