Glossary
Glossary of Customer Experience Governance Terms
A quick reference for the terms that come up most often in conversations about structured customer experience.
Customer Experience (CX)
The sum of every interaction a customer has with your business, from first enquiry through to ongoing support.
CX Governance
Clear ownership, standards, and decision rights for customer experience, so quality does not depend on individual heroics.
Voice of Customer (VoC)
A structured way to collect what customers are telling you across channels, and turn it into decisions your teams can act on.
Standard Operating Procedure (SOP)
A written, repeatable way of handling a task, so the same situation is handled the same way by anyone on the team.
CRM Readiness
Getting the processes, data, and people in shape before rolling out a CRM tool, so the technology actually gets used.
Service Consistency
Delivering the same quality of experience no matter which team, channel, or person a customer reaches.