Glossary The CX Academy
The CX Academy sets the global standard for Customer
Experience learning and certification.
We passionately believe that achieving Customer Experience
Excellence is vital for all organisations. From increasing the
profits of B2B, B2C companies to non-profit and government
organisations, everyone will benefit from the fastest growing
discipline in business today.
Our Glossary
The Importance of Trust
Trust is a key element in the relationship between a company and its customers. Trust is haemorrhaging around the world.
What is Customer Journey Mapping?
Companies need to walk in their customer’s shoes and map out every interaction at every touch-point along the customer journey
The Customer Promise
Customer Promise is not just a tagline. It is about the whole experience they should expect to receive at every
What is a Customer Journey?
We define Customer Journey as every interaction across every touch-point that a customer has with a company. Every one of
What is Customer Experience?
The CX Academy defines Customer Experience as how a customer feels as a result of every interaction they have with
What does Big Data Refer to?
Big data is a term for very large sets of data that can only be stored, understood, and used with
Our Graduates work with the world's greatest companies
