IG1235 Customer Experience Management Glossary v1.0.0

There is a foundational visibility gap in today’s digital customer engagements across the touchpoints of the CSP organization, the business and IT omnichannel journeys that enable the customer experience around our services and enabling the use for ecosystem platform services.  This engagement visibility gap leads to poor customer experience on customer journey, identity, and poor executed unified customer data, security, and compliance blind spots. All together it becomes hard to reduce cost when journeys are not autonomous.

It is important that we have a better understanding of what digital engagements and customer journeys are, i.e., how to construct them, build them and train them.

Key is a clear definition of terms that help describe the concepts and processes; a unified glossary set across the digital engagement’s terms for construct, build and train engagements.

This document provides a glossary of terms that are applied in these patterns and described in TM Forums Customer Experience Management (CEM) documentation.