CUSTOMER EXPERIENCE
BY SHANE DEVITT, CONTACTCENTERPRO CONSULTING
ILLUSTRATION PROVIDED BY ADOBE IMAGES
THE CX BUZZWORD HALL OF SHAME TERMS THAT MEAN NOTHING BUT SOUND IMPRESSIVE.
Customer experience( CX) has become a breeding ground for overhyped buzzwords and exaggerated claims. Unlike industries where technical jargon is necessary( e. g., medicine or engineering), CX is riddled with vague, feel-good terms designed more for marketing than for meaningful progress.
The reason? Whether they realize it or not, every company has a CX function, which means vendors are constantly competing to sell their“ revolutionary” solutions to an ever-growing market.
The result? A vocabulary filled with flashy but often meaningless words that sound impressive but mean little in practice. In this article, I’ ll rip apart the biggest offenders in this“ hall of shame”, expose their flaws, and reveal what these words should mean if they were used honestly.
16 CONTACT CENTER PIPELINE
CUSTOMERS... JUST WANT A SMOOTH EXPERIENCE WITHOUT FRUSTRATION.