CCXP flashcards
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33 cards. Read the term and the definition here. The deck at the top of this page is optional.
- CX Strategy
- A documented plan defining the target customer experience, priority segments, value proposition, capabilities, and governance, aligned with business strategy and measurable outcomes.
- Experience Principle
- A durable rule that guides design decisions and employee behavior across touchpoints, expressing how the organization intends customers to feel and be treated.
- Moment That Matters
- A touchpoint with high emotional intensity, high perceived risk, or high influence on overall perception, making it disproportionately important to experience outcomes.
- CX Governance Council
- A cross-functional body with decision rights for CX prioritization, funding, standards, and issue resolution, connecting strategy to execution across business units.
- Outside-In Perspective
- An approach that starts with customer needs, desired outcomes, and journey context, then works back to processes, technology, and organizational design.
- Customer Segmentation
- Grouping customers by shared needs, behaviors, value, or attitudes to tailor experience strategy; demographics alone usually do not explain experience preferences.
- Journey Map
- A visual model of a customer's actions, thoughts, emotions, channels, and pain points over time for a defined scenario and segment.
- Persona
- A research-based archetype representing a customer segment's goals, behaviors, needs, and pain points, used to focus design and decision-making.
- Empathy Map
- A structured tool that captures what a customer says, thinks, does, and feels, helping teams surface unstated needs and emotional drivers.
- Kano Model
- A framework classifying features as must-be, performance, attractive, indifferent, or reverse based on how their presence affects customer satisfaction.
- Jobs to Be Done
- A needs framework describing the functional, emotional, and social progress a customer seeks in a specific situation, independent of a product.
- Triangulation
- Combining multiple research methods, data sources, or analysts to test findings and increase confidence in customer insights.
- Design Thinking
- An iterative human-centered process of empathizing, defining the problem, ideating, prototyping, and testing solutions with users.
- Service Blueprint
- A map that extends the customer journey with frontstage actions, backstage processes, support systems, evidence, and fail points.
- Prototype Fidelity
- The degree of realism in a prototype, from low-fidelity sketches to high-fidelity functional models; lower fidelity tests concepts faster and cheaper.
- Co-Creation
- A collaborative process in which customers and stakeholders actively generate, evaluate, and refine solutions with the design team.
- Journey Orchestration
- Coordinating timing, channel, content, and data across touchpoints so customers receive a coherent experience throughout the journey.
- Net Promoter Score
- A relationship metric calculated as the percentage of promoters (9-10) minus the percentage of detractors (0-6) on a 0-10 likelihood-to-recommend question.
- Customer Satisfaction Score
- A metric measuring satisfaction with a specific interaction or overall relationship, typically collected on a defined rating scale and reported as a percentage or average.
- Customer Effort Score
- A metric measuring the perceived effort a customer expends to resolve a need, often used to identify friction in service interactions.
- Customer Lifetime Value
- The expected net value a customer generates over the relationship; a simple form is average purchase value times purchase frequency times lifespan.
- ROI Formula
- Return on investment equals net benefit divided by cost, multiplied by 100; net benefit is total benefit minus total cost.
- Leading and Lagging Metrics
- Leading indicators predict future outcomes, such as effort or sentiment; lagging indicators confirm results, such as churn, retention, or revenue.
- RACI Matrix
- A responsibility chart assigning who is responsible, accountable, consulted, and informed for each activity or decision in an initiative.
- ADKAR Model
- An individual change model with five outcomes: awareness, desire, knowledge, ability, and reinforcement, used to diagnose adoption barriers.
- Journey Owner
- An accountable role responsible for end-to-end experience outcomes across functions and touchpoints, with authority to prioritize improvements.
- CX Steering Committee
- A cross-functional leadership group that sponsors CX work, sets priorities, allocates resources, and resolves escalated experience issues.
- CX Operating Model
- The arrangement of CX roles, decision rights, and capabilities across centralized, federated, or hybrid structures to deliver experience outcomes.
- Voice of Customer Program
- A systematic process to collect, analyze, act on, and close the loop on customer feedback across listening posts and journeys.
- Closed-Loop Feedback
- A process that follows up with the customer who gave feedback and triggers internal action on the root cause, then tracks completion.
- Listening Posts
- Sources of customer feedback such as surveys, interviews, social media, reviews, call transcripts, and complaint data used to understand experience.
- Service-Profit Chain
- A model linking employee satisfaction and engagement to service quality, customer satisfaction and loyalty, and ultimately business performance.
- Customer-Centric Culture
- Shared values and behaviors that prioritize customer outcomes, evidenced by leadership modeling, employee empowerment, and recognition of customer-focused actions.