--- title: The CX Lexicon - first published February 13, 2024 description: CX dictionary, cx lexicon, cx terminology image: https://www.mountarbor.ie/hubfs/blog%202.jpeg --- [Skip to content](https://www.mountarbor.ie/blog/the-cx-lexicon#main-content) [![Mount Arbor Logo Files-04](https://www.mountarbor.ie/hs-fs/hubfs/Mount%20Arbor%20Logo%20Files/Mount%20Arbor%20Logo%20Files-04.png?width=120&height=72&name=Mount%20Arbor%20Logo%20Files-04.png "Mount Arbor Logo Files-04")](https://www.mountarbor.ie) - [Success Stories](https://www.mountarbor.ie/success-stories) - [Blog](https://www.mountarbor.ie/blog) - [Success Stories](https://www.mountarbor.ie/success-stories) - [Blog](https://www.mountarbor.ie/blog) Blog article # The CX Lexicon - first published February 13, 2024 Julian Murray Written on November 19, 2024 Share this article [![Share on facebook](https://www.mountarbor.ie/hubfs/facebook.svg)](http://www.facebook.com/share.php?u=https%3A%2F%2Fwww.mountarbor.ie%2Fblog%2Fthe-cx-lexicon%3Futm_medium%3Dsocial%26utm_source%3Dfacebook) [![Share on twitter](https://www.mountarbor.ie/hubfs/twitter.svg)](https://twitter.com/intent/tweet?original_referer=https%3A%2F%2Fwww.mountarbor.ie%2Fblog%2Fthe-cx-lexicon%3Futm_medium%3Dsocial%26utm_source%3Dtwitter&url=https%3A%2F%2Fwww.mountarbor.ie%2Fblog%2Fthe-cx-lexicon%3Futm_medium%3Dsocial%26utm_source%3Dtwitter&source=tweetbutton&text=) Is CX a customer acquisition or retention principle or both? The scope of CX can mean different things to different people, but each term does have a base description. Customer Experience (CX) - How customers feel about interactions with your business throughout their journeys User Experience (UX) - The overall experience a person has while using a product or service Brand Experience - The perception customers have of a brand based on all of their interactions with the business Customer Segment - Groups of customers with similar characteristics or behaviours, which are often used for targeted marketing Customer Persona - A fictional representation of a specific customer type based on research and data, used to understand and address customer needs and preferences Customer Journey Map - A visualisation of the step-by-step interaction a specific customer type goes through when interacting with a business. The map usually highlights emotions, pain points, and opportunities for improvement Service Blueprinting -  A method for designing and visualising the end-to-end processes involved in delivering a service Customer Service - Assistance provided to customers before, during, and after their purchase or use of a product or service Customer Satisfaction (CSAT) - A common customer service metric to track how happy and satisfied your customer is, usually sampled right after an interaction with your business Net Promoter Score (NPS) - A metric which tracks customer loyalty based on how likely a customer is to recommend your business to a friend Customer Effort Score (CES) - A metric tracking the ease of doing business with a company by calculating the level of effort of a customer to solve a problem or find information Customer Acquisition - The process of gaining new customers for a business through marketing and sales Customer Retention - The ability of a company to keep existing customers, the % of customers who return Customer Churn - The rate at which customers stop doing business with a company, the % of customer who don't return Customer Lifetime Value - The total value a customer brings to a company over the entire duration of their relationship ## Related posts ## [How AI Service Agents Are Redefining Customer Support (2 min read)](https://www.mountarbor.ie/blog/how-ai-service-agents-are-redefining-customer-support-2-min-read) 79% of support teams are planning to invest in AI for customer service in 2025, but what’s new... 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