Davin O'Dwyer

The Kano model is a methodology typically used to conduct customer-focused research that informs how products and features are developed.

A customer pain point is a particular challenge or problem a customer faces within a brand’s industry or market.

Customer experience design, or CX design, is the discipline of designing better customer experiences at each point of the customer journey.

Downtime is a period of time that a business experiences an outage in the core services that power their product or systems.

Customer experience management is a system of marketing strategies and technologies focused on customer engagement, satisfaction, loyalty, and advocacy.

A customer feedback loop is the process that takes place between a customer providing feedback and a brand acting on that feedback and telling the customer.

Customer support volume is a key metric for customer service teams that measures the total number of interactions between support staff and customers.

Customer service escalation is the process of transferring a customer request to individuals with more seniority or more specialized skill sets.

Average handle time (AHT) is the average length of a customer service call and is a metric commonly used by call centers to assess their performance.