体验词典大全
体验基础类 | 体验管理类 | 体验设计类 | 体验科技类
英文简称：X
英文名称：Experience
中文定义：
体验是作为个体的人，包括作为客户、员工，以及所有利益相关者的个体，与组织交互过程中形成的总体感知。体验是继商品、服务之后的下一代主流经济价值载体，是一种大规模、个性化定制的即时经济供应。
——客户体验101
英文定义：
Experiences are memorable events that engage each individual in an inherently personal way.
———Pine and Gilmore
● 英文简称：CX
● 英文名称：Customer Experience
● 中文定义：
客户体验是客户与品牌交互过程中，形成的总体感知。
——客户体验101
● 英文定义：
Customer experience is the product of an interaction between an organization and a customer over the duration of their relationship.This interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with, and the environments the customer experiences during their experience.
——Wikipedia
● 英文简称：UX
● 英文名称：User Experience
● 中文定义：
用户体验是用户与产品、服务，或者系统交互过程中，形成的总体感知。
——客户体验101
● 英文定义：
User experience refers to a person's emotions and attitudes about using a particular product, system or service. It includes the practical, experiential, affective, meaningful and valuable aspects of human–computer interaction and product ownership.
——Wikipedia
● 英文简称：EX
● 英文名称：Employee Experience
● 中文定义：
员工在整个工作旅程中，与组织内外部各要素交互形成的总体感受。
——客户体验101
● 英文定义：
Employees' perceptions of their experiences working within an organization.
——Forrester
● 英文简称：无
● 英文名称：Usability
● 中文定义：
可用性是一项产品被特定的用户在一个特定的场景使用时，在效率、效用和满意度上能达到的程度。
——客户体验101
● 英文定义：
The extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency, and satisfaction in a specified context of use.
——ISO 9241
● 英文简称：无
● 英文名称：Persona
● 中文定义：
体验领域的人物角色是通过客户研究，形成对企业、机构，或者某项产品、服务的目标客户的形象化描述，包括对象的生活形态、特征、行为、动机、目标、偏好等。也经常被称为客户画像。
——客户体验101
● 英文定义：
Model of the key behaviors, attributes, motivations, and goals of a company's target customers, created from primary research with real customers and taking the form of a vivid narrative description of a single person who represents a behavioral segment.
——Forrester
● 英文简称：XM
● 英文名称：Experience Management
● 中文定义：
体验管理是企业和组织为测量、改进其提供的各种体验而实施的各种活动，不仅是对客户，包括对所有利益相关者，如客户、员工、合作伙伴和股东等。体验管理比客户体验管理更广泛，包括客户体验以及其他领域，例如员工体验等，但都相互关联。
——客户体验101
● 英文定义：
Experience management is the activity where organizations measure and improve the various experiences they provide, not only to customers, but to all their stakeholders like vendors, suppliers, employees, and shareholders.
——Wikipedia
● 英文简称：CEM/CXM
● 英文名称：Customer Experience Management
● 中文定义：
客户体验管理是企业和组织通过对客户洞察，采取以客户为中心的跨职能战略行动，提供满足或超出客户预期的体验，提升客户满意、忠诚和推荐，实现持续增长和商业目标的实践活动。
——客户体验101
● 英文定义：
Customer experience management is the process that companies use to oversee and track all interactions with a customer during their relationship. This involves the strategy of building around the needs of individual customers.
——Wikipedia
● 英文简称：CX Competency
● 英文名称：Customer Experience Competency
● 中文定义：
为提供预期的体验，企业和组织内的团队、个人所需具备的专业知识、方法、技能，以及进行应用的综合素质。它与体验活动密切相关，在活动中形成和发展，并通过活动表现出来并达成目标。
——客户体验101
● 英文定义：
A domain of expertise needed for delivering the intended experiences to customers.
——Forrester
● 英文简称：CXMM
● 英文名称：Customer Experience Management Maturity
● 中文定义：
组织在客户体验管理方面已经开展的相关活动的丰富性，及其专业程度和效果。通常也被称为客户体验成熟度。
——客户体验101
● 英文定义：
The company's degree of expertise at CX management,especially in terms of discipline: rigor, cadence, coordination, and accountability.
——Wikipedia
● 英文简称：JMGMT
● 英文名称：Journey Management
● 中文定义：
旅程管理是基于对人物角色和触点的管理，通过旅程地图绘制、旅程分析、旅程编排、旅程合唱等实践活动，监测、分析客户行为和体验，以优化全周期、全触点的客户体验，也通常被称为客户旅程管理。
——客户体验101
● 英文定义：
The practices of journey mapping, journey visioning, and journey orchestration, to improve customer experiences and business results across all phases of the customer life cycle.
——Forrester
● 英文简称：XD
●英文名称：Experience Design
●中文定义：
依据组织的体验愿景，在市场研究与客户研究的基础上，对与各相关方的交互进行定义，以创造价值达成目标的过程。
——客户体验101
●英文定义：
Defining and refining experiences based on your vision and research-based customer understanding.
——Forrester
● 英文简称：UCD
●英文名称：User Centered Design
●中文定义：
在产品、服务设计过程中将人的需求、能力和行为放在首位，让设计适应人和环境，并最终达成用户目标的设计方法和流程框架。
——客户体验101
●英文定义：
User-centered design is a framework of processes in which usability goals, user characteristics, environment, tasks and workflow of a product, service or process are given extensive attention at each stage of the design process.
——Wikipedia
● 英文简称：SD
●英文名称：Service Design
●中文定义：
服务设计是有效地计划和组织一项服务中所涉及的人、设施、沟通，以及所有相关事物，从而提高服务提供者与客户之间的交互质量的活动。
——客户体验101
●英文定义：
The activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between the service provider and its customers. Service design may function as a way to inform changes to an existing service or create a new service entirely.
——Wikipedia
● 英文简称：无
● 英文名称：Design Thinking
● 中文定义：
设计思维是以解决问题为导向，进行系统性创新的实践过程。通常由五个步骤组成：移情、定义、创意、原型设计、测试，并不断重复和螺旋式迭代。
——客户体验101
● 英文定义：
Design thinking refers to the cognitive, strategic and practical processes by which design concepts are developed by designers and/or design teams.
——Wikipedia
●英文简称：UI
●英文名称：User Interface
●中文定义：
用户界面是在特定场景下，人与设备、产品、服务或系统之间交互的空间与媒介。
——客户体验101
●英文定义：
The user interface , in the industrial design field of human–computer interaction, is the space where interactions between humans and machines occur.
——Pine and Gilmore
● 英文简称：DT
●英文名称：Digital Transformation
●中文定义：
数字化转型是组织利用数字化技术，将资产、流程、产品和服务数字化，建立扁平、高效、智能的一体化商业运营模式，不断优化和创新客户体验和员工体验，提升客户转化率和忠诚度，并实现商业价值和目标的持续实践。
——客户体验101
●英文定义：
Digital Transformation is the novel use of digital technology to solve traditional problems. These digital solutions enable inherently new types of innovation and creativity, rather than simply enhance and support traditional methods.
——Wikipedia
●英文简称：VOC
●英文名称：Voice Of Customer
●中文定义：
客户之声是一种客户研究和洞察体系，他利用和整合了各种数字化技术，多渠道采集客户的期望、需求、偏好、观点和反馈，进行管理、分析和洞察。并将这些数据和洞察进行可视化和分发，支持企业的商业决策和行动。
——客户体验101
●英文定义：
The Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives.
——Wikipedia
● 英文简称：DS
●英文名称：Design System
●中文定义：
设计体系一系列资源、工具和流程的组合，可以提供视觉元素的组件库，并能进行组件库的文档管理，提供给开发人员和设计师重复使用，同时提供在各种类型、各个层面的设计规范指南。能支持团队方便地将组件和规范应用到产品和服务的设计开发中，并支持从规范到组件库、设计稿、代码的自动化、一体化调整。
——客户体验101
●英文定义：
Almost always, a design system offers a library of visual style and components documented and released as reusable code for developers and/or tool(s) for designers. A system may also offer guidance on accessibility, page layout, and editorial and less often branding, data viz,UX patterns, and other tools.
——Nathan Cuitis
●英文简称：CX Cloud
●英文名称：Customer Experience Cloud
●中文定义：
体验云是所有为提供和优化体验的数字化云端技术、工具和平台的统称，其作用时为企业体验管理提供针对性解决方案。通过打通和连接企业内部的不同部门和系统，对多触点的客户体验形成全景视图，支持企业在研究、设计、开发、运营等各阶段全流程的体验管理。
——客户体验101
●英文定义
The experience cloud is the infrastructure that allows brands to create useful, smooth experiences for their customers. Instead of having customer data and interactions divided over multiple systems, the experience cloud creates a single 360-degree view of the customer by building bridges among marketing, customer service, sales, and other business groups.
——Blake Morgan