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For Customer Experience Professionals

Demystifying The Language Of CX And UX

Essential Definitions For Your Execs To Avoid Making Misguided Strategic Decisions About CX And UX

October 2, 2018

Why Read This Report

CX and UX pros can't go it alone — you need your colleagues to be onboard, to deliver the right experiences to your customers. The foundation for this is a shared understanding of what you're talking about. To help grow your colleagues' fluency in essential CX and UX language, we've created a lexicon of key definitions in terms your colleagues will understand — simple, clear, and free of jargon. We've grouped them into tables — each one goes progressively deeper, so you can distribute them gradually, to educate without overwhelming.

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Table of Contents

  • Why And How To Use This Document
  • The Lexicon
  • FAQ: Frequently Asked Questions
  • Recommendations

  • Educate Your Colleagues — And Get Educated By Them
  • Prepare To Guide Full-Fledged CX Transformation
  • Related Research Documents

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