Glossary

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The use of digital tools—like email, text, or messaging apps—to send or receive information.

The full experience a customer has when interacting with a business through digital platforms like websites, apps, or email.

Support provided to customers through digital platforms, such as live chat, email, or messaging apps.

The complete journey and impressions a customer has while engaging with a brand through digital means.

Messaging systems that allow agents to talk with customers on their preferred platforms, offering personalized help at scale.

The percentage of customers who continue using a service over a certain period.

Any digital communication between a patient and a healthcare provider, such as via telehealth, patient portals, or secure messages.

An AI-driven virtual assistant that helps customers via text-based interactions.

The experience customers have when shopping or interacting with a retail brand online, focusing on ease, personalization, and satisfaction.

Any message (email, SMS, voice, chat) sent from agents to customers as part of service delivery.

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