Medallia

Glossary

Experience 101 > Glossary

#

360 Reviews

A

A/B testing

Abandoned call

Abandonment rate

Acquisition

After call work (ACW)

Agent

Always-on surveys

App analytics

Artificial intelligence

Average call time

Average first response time

Average order value (AOV)

Average reply time

Average resolution time (ART)

Average speed of answer (ASA)

Average talk time

B

Bird’s nest behavior

Brand advocate

Brand promise

Burnout

Business-to-Business (B2B)

Business-to-Consumer (B2C)

C

Call abandonment rate

Call dispositioning

Call silence time

Call volume

Channel silos

Chatbot

Chatbots

Chief Customer Officer (CCO) or Chief Experience Officer (CXO)

Chief Human Resources Officer (CHRO), Chief People Officer (CPO), and Chief Employee Experience Officer (CEEO)

Churn

Clickstream data

Closed loop feedback

Coaching

Company culture

Company mission

Company view

Company vision

Complaints

Contact center

Contingent worker

Continuous Response Model

Conversational feedback

Conversion rate

Conversion rate optimization (CRO)

Core values

Cost per call

Cross-channel

Cross-sell

Cross-sell / up-sell

Culture fit

Customer analytics

Customer centricity

Customer community

Customer database

Customer effort score

Customer engagement

Customer experience (CX)

Customer experience management (CEM)

Customer experience platform

Customer experience strategy

Customer feedback

Customer insights

Customer journey

Customer journey mapping

Customer life cycle

Customer life cycle management

Customer lifetime value (CLV, LTV, CLTV)

Customer listening

Customer loyalty

Customer preferences

Customer relationship management (CRM)

Customer satisfaction (CSAT)

Customer service

Customer signals

Customer survey

D

Design thinking

Deskless workers

Device rotation behavior

Diarization

Digital body language

Digital experience

Digital experience analytics

Digital experience optimization

Digital Experience Score (DXS®)

Digital feedback

Digital feedback or signals

Digital transformation

Direct feedback

Direct feedback or signals

Diversity, Equity & Inclusion (DEI), Diversity & Inclusion (D&I), Diversity, Inclusion & Belonging (DIB)

E

Ecommerce

Empathy

Employee effort score

Employee engagement

Employee experience (EX)

Employee experience action platform

Employee journey and employee lifecycle

Employee lifecycle management

Employee lifetime value (ELTV)

Employee resource groups (ERGs)

Employee satisfaction

Employee sentiment

Employee view

Engagement rate

Engagement score

Engagement survey

Expected wait time (EWT)

Experience design (XD)

F

First call/contact resolution (FCR)

Form analytics

Form experience score

Frustration score

Full-time employee (FTE)

G

Gig economy

H

Heatmap

Help center or help desk

Human resources (HR)

I

Indirect feedback

Indirect feedback or signals

Interactions

Interactive voice response (IVR)

J

Journey visualizations

K

KANO model

Key performance indicator (KPI)

L

Landing page

Live chat

M

Measurement framework

Moments of truth

Mouse reading behavior

Multi-click behavior

Multichannel

N

Net Promoter Score (NPS®)

Net Promoter System

Non-traditional workers

O

Objectives and key results (OKRs)

Omnichannel

Onboarding

Online knowledge base

Overtalk

P

Path analysis

Peak moments

People analytics

Performance management

Personalization

Personalized view

Personas

Pulse survey

Q

Qualitative user data

Quality assurance (QA)

Quality evaluation (QE)

Quality Management (QM)

R

Referral

Relationship survey

Response rate

Retention

Reviews

Root cause analysis

S

Sample size

Scroll engagement behavior

Select and copy behavior

Self-service

Sentiment

Service recovery

Session replay

Signals

Social listening

Speech analytics, speech-to-text

Structured data

Sunburst visualizations

T

Talk time

Technical experience score

Text analytics

Total quality management (TQM)

Touchpoint

Transactional survey

Triggered surveys

Turnover

U

Unstructured data

User experience (UX)

User experience design

User friction

User friendly

User journey

User testing

V

Voice of the customer (VoC)

Voice of the employee

W

Website analytics

Wellness

Work-life balance

Workforce

X

Y

Z

Experience 101

Platform

Company

Resources

© Medallia®, the Medallia logo, and the names and marks associated with Medallia’s products are trademarks of Medallia and/or its affiliates. Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. All other trademarks are the property of their respective owners.

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Medallia

Glossary

Types

#

360 Reviews

A

A/B testing

Abandoned call

Abandonment rate

Acquisition

After call work (ACW)

Agent

Always-on surveys

App analytics

Artificial intelligence

Average call time

Average first response time

Average order value (AOV)

Average reply time

Average resolution time (ART)

Average speed of answer (ASA)

Average talk time

B

Bird’s nest behavior

Brand advocate

Brand promise

Burnout

Business-to-Business (B2B)

Business-to-Consumer (B2C)

C

Call abandonment rate

Call dispositioning

Call silence time

Call volume

Channel silos

Chatbot

Chatbots

Chief Customer Officer (CCO) or Chief Experience Officer (CXO)

Chief Human Resources Officer (CHRO), Chief People Officer (CPO), and Chief Employee Experience Officer (CEEO)

Churn

Clickstream data

Closed loop feedback

Coaching

Company culture

Company culture

Company mission

Company view

Company vision

Complaints

Contact center

Contingent worker

Continuous Response Model

Conversational feedback

Conversion rate

Conversion rate

Conversion rate optimization (CRO)

Core values

Cost per call

Cross-channel

Cross-sell

Cross-sell / up-sell

Cross-sell / up-sell

Culture fit

Customer analytics

Customer centricity

Customer community

Customer database

Customer effort score

Customer engagement

Customer experience (CX)