1.
49 CX Terms You Need to Know for 2023
SUSTAINABLE
GROWTH
FORMULA
Create a
Helpful, Timely
and Convenient
Buyer Journey
with as Little
Friction as
Possible
Continually Offer
the Best Customer
Experience in Your
Industry by
Modeling the
Buyer Journey
Figure 1
Figure 2
OPTIMIZE OPTIMIZE

2.
What are CX Terms?
Customer Experience (CX) terms are those
buzzwords that are often tossed around
the boardroom like confetti.
Defining these customer experience (CX)
buzzwords goes well beyond office
dynamics. It’s critical for staying relevant
on the job and helping the organization
stay current in these fast-paced
transformative times.

3.
Why Focus on CX Terms?
There are clear emerging trends when it comes to developing strategic
experiences both for customers and for team members. Knowing these
buzzwords and being able to infuse them into strategic conversations is only the
first step toward thinking through how business gets done.

4.
Five Focus Areas of CX
DATA
In
ANALYTICS INSIGHTS
EXPERIENCE FRAMEWORKS

5.
The Data Behind Customer Experience
AGNOSTIC CROSS-CHANNEL JOURNEY
1st Party Data
2nd Party Data
3rd Party Data
CONTEXTUALIZED
PERSONALIZED
Load Data
Standardize &
Transform
Link Identities
Aggregate & Index
Reformat & Expose
DATA
ANALYTICS
Segment
Visualize
Predict
Attribution
Budget
ORCHESTRATION
Loyalty
Retrospective
Relevance
Personalize
Engage
RELEVANT
Email
Mobile
Web CMS
DMP
CRM
Web
Mobile
External
Data Ingestion Analytics Ingestion Cross-Channel Activation

6.
CX Buzzwords Centering on Data
Data Centric:
Using data to inform and validate
decision-making.
Data Looping:
A system to aggregate data, draw insights
and then put those concepts into motion.
Data Warehouse:
A centralized location where teams
manage various business tools, access
insights and analyze the findings.

7.
CX Buzzwords Centering on Data
Data Engineering:
Ensuring the statistical significance of the
data collected, aggregated, correlated
and visualized.
Data Governance:
Managing who and how teams engage
with data and insights.
Data Mining:
The process of navigating large data sets
to predict outcomes.

8.
CX Buzzwords Centering on Data
Data Modeling:
Merging all data streams at your
organization’s disposal and making
connections between the data points.
Data Visualization:
The transformation of rows and columns
of data into gorgeous imagery.
Data Culture:
The expectation, behaviors and patterns
to manage data and making data-centric
decisions.
DATA VISUALIZATION DASHBOARD

9.
CX Buzzwords Centering on Data
Party Data:
The various places and sources where
data is collected.
Data Monetization:
Gathering insights around
revenue-generating activities and
transforming them into outcomes.
Data as a Service:
The democratization of datasets so teams
can extract insights to shape the
customer’s experience.
RELEVANT
CONTEXTUALIZED
PERSONALIZED
1st Party Data
2nd Party Data
3rd Party Data

10.
CX Buzzwords Centering on Data
Data as a Product:
A way to make data accessible across all
departments and teams.
Embedded Intelligence:
A system to self-manage performance,
allow processes to autocorrect and tune
operations while simultaneously bringing
critical data to teams to process, analyze
and optimize.
Invention Improvement Innovation
OUTCOMES
MATRIX
TRUST
ENGAGEMENT
TRANSPARENCY

11.
The Terms You Need to Know About Customer
Experience Analytics
Path-to-Purchase Path-to-Loyalty
Understanding what’s
happening in the experience
between the path-to-purchase
and path-to-loyalty can lower
attrition and increase loyalty

12.
CX Buzzwords for Deeper Analytical Conversations
CX Metrics:
The analytics organizations use to monitor
and measure customer behaviors.
X Analytics:
All experience data collected from both
customers and employees.
SOCIAL WEB MOBILE SOCIAL E-SHOP PURCHASE
PURCHASE
NEWSLETTER WEB
SOCIAL E-SHOP
EMAIL
Journey Analytics:
Data aggregated across the full
journey to understand behavioral
data between customers and
employees.
SOCIAL WEB MOBILE SOCIAL E-SHOP
SOCIAL
PURCHASE
NEWSLETTER EMAIL WEB E-SHOP PURCHASE
Most Traveled
Path
Average
Duration
Average
Revenue
% of New
Customers

13.
Predictive Analytics:
Mining, modeling and analyzing data to
forecast future outcomes.
Descriptive Analytics:
Leveraging data points to piece together
the human element behind the facts and
figures.
Diagnostic Analytics:
Identifying the catalysts for specific events
along the customer’s journey.
Source: OpenView Advisors LLC
CX Buzzwords for Deeper Analytical Conversations
EMPLOYEE CUSTOMER

14.
Driving Better Insights Through Customer
Experience Terminology

15.
Leveraging CX Buzzwords for Deeper Insights
CX Intelligence:
A process to uncover and go deep into
what buyers want and need.
Word Cloud Generator Sentiment Mining:
Extracting phrases and text patterns to
visually outline customer and employee
experiences and sentiment.
Customized Ratios:
Comparing various experiential layers to
better understand long-lasting brand
growth.

16.
Leveraging CX Buzzwords for Deeper Insights
Voice of the Customer (VoC):
Buyer feedback during conversations, on
social media, or other interactions.
Voice of the Employee (VoE):
Feedback from team members used to
align internal practices with the customer
experience.
EX to CX Mapping:
Internal and external experiential data
points to identify gaps and discover new
opportunities.
Source: OpenView Advisors LLC

17.
Leveraging CX Buzzwords for Deeper Insights
Barlow Bands:
A data visualization method used to
identify gaps or alignment between
customer and employee experience.
Pathway to Purchase:
A predictable journey customers take to
buy or work with a company.
Customer Insights Map:
An in-depth, insights-filled visual
representation of the nuances along the
buyer’s journey.
IDENTIFYING PATTERNS WITH
BARLOW BANDS
Year 1 Year 2 Year 3
TOUCHPOINT
SPEND
YEAR 1 YEAR 2 YEAR 3
Q1 Q2 Q3 Q4
10% Current ROI
28% ROI
15% ROI
INCONSISTENCY
CONSISTENCY

18.
CX Buzzwords for Better Overall Experiences
Figure 1 Figure 2

19.
CX Buzzwords for Better Overall Experiences
Employee Experience (EX):
The moving parts of your employee’s role in
your company.
Customer Experience (CX):
The sum of all the parts of your customer’s
experience.
360-Degree View of Customer:
The compilation of all the data about a
customer and/or employee in one place.

20.
Behavioral Triggers:
Emotional and logical catalysts to move
buyers through the decision-making
process.
Customer Friction:
The point when a customer meets a
negative or challenging spot in their
journey.
Human-Centered Design:
A holistic look at the person behind the
product while creating the final design.
Source: OpenView Advisors LLC
CX Buzzwords for Better Overall Experiences
The path-to-purchase is kickstarted in the
limbic system when a customer’s heart strings
are tugged by an external stimulus. This
emotional response can sometimes be
accompanied by a physical reaction, such as
sweating palms, increased heart rate or
widening of the eyes.
Emotional Triggers
Time vs. Effort
Relevancy
Expectations
Brand Trust
Experience

21.
CX Buzzwords for Better Overall Product
Experiences
Table Stakes Testing:
Infusing data throughout the product
design process to validate assumptions,
optimize workflows and strengthen
Product-Market Fit.
Product-Market Fit Mapping:
The process of measuring the alignment
between the organization’s products and
services, and the customer’s sentiment
toward the offerings and brand.
User Experience Layer
Life Cycle: 1-3 Years
Change based on user sentiment
Data Layer
Life Cycle: 5+ Years
Tech Stack
Life Cycle: 4-5 Years
Change based on EX turnover

22.
Cognitive Computing:
Continuously improving technology through
the process of human touch.
Conversational User Guidance:
Infusing emotional cues alongside visual cues
to create a more personalized experience.
Experience Management (XM):
How businesses track, oversee and organize
every interaction between the organization and
a customer.
CX Buzzwords for Better Overall Experiences

23.
Guiding Your Strategy With CX Buzzwords and
Frameworks
North Star Metric
Bow Tie Funnel
CX Led Growth
S Curve of
Growth
Stack Impact
Analysis
Revenue
Acceleration
Revenue
Operations
Business Impact
Analysis

24.
Guiding Your Strategy Using CX Buzzwords
S Curve of Growth:
Tracking the growth trajectory of an
organization, from upward momentum to
plateaus and dips.
North Star Metric:
A metric or constellation of metrics to indicate
long-term success of an organization.
Bow Tie Funnel:
The combination of a traditional marketing
funnel and post-purchase customer journey.
Path-to-Purchase Path-to-Loyalty
Sustainable Growth & Retention Formula
Acquisition Conversion Retention

25.
Guiding Your Strategy Using CX Buzzwords
Business Impact Analysis:
The process of using data to prioritize projects.
Stack Impact Analysis:
Examining the value realized from platforms
used by an organization, and their impact on
the customer experience.
Source: OpenView Advisors LLC
Complex
Higher Business Impact
Simple
Quick Wins
Lower Business Impact

26.
Guiding Your Strategy Using CX Buzzwords
StoryVesting: A business transformation framework that aligns
employee and customer experiences for maximum growth.
Business Experience
Framework
(Internal Vesting)
Customer Experience
Framework
(Path-to-Purchase)
Emotional Triggers
(Past, Present, Future)
Logical Triggers
(Past, Present, Future)
Emotional Trigger
(Past, Present, Future)
Feelings
Stimulus
Personalized
Emotional
trigger
Feelings
Excitement
Hope
Confidence
Logic
Relevancy
Expectations
Time vs Effort
Cost vs Value
Experience
Business
Experience
Framework
(Internal Vesting)
Channels
Customer
Experience
Framework
(Path-to-Purchase)
Products & Services
The 3 Ps
Business Model
The Business Story
Emotional Triggers
(Past, Present, Future)
Logical Triggers
(Past, Present, Future)
Emotional Triggers
(Past, Present, Future)
Feelings
Excitement
Hope
Confidence
Logic
Relevancy
Expectations
Time vs. Effort
Cost vs. Value
Feelings
Stimulus
Personalized
Emotional trigger

27.
Guiding Your Strategy Using CX Buzzwords
Revenue Operations:
Leveraging data and business intelligence
to make informed decisions.
Revenue Acceleration:
Creating sustained momentum by
keeping customers engaged and loyal to
the brand.
CX-Led Growth:
A holistic approach to a business model
and operations strategy.
LTV
CPL
CAC
ROAS/ROI
CX
LTV : [CX]
Conversion
Focused
REVENUE
GROWTH
Legacy Thinking: Tools and
team structure can block
revenue acceleration and
successful Revenue Ops
Intelligent Ops: Modern
tools, bleeding edge
thinking, and relevant
org-structure can accelerate
revenue and growth
LTV
Retention
Focused
PERSONALIZATION MATURITY

28.
49 CX Terms You Need
To Know for 2023
Learn more at
RocketSource.co/Blog/CX-Terms-2023