ABS — Australian Bureau of Statistics

ACCC — Australian Competition and Consumer Commission

AHT — average handle time

AR — augmented reality

ARPU — average revenue per user

ART — average response time

ASA — average speed to answer

ASIC — Australian Securities and Investments Commission

AWT — average wait time

B2B — Business-to-Business

B2C — Business-to-Consumer

BAU — business as usual

CES — customer effort score

CIM — customer interaction management

CJM — customer journey mapping

CLV — customer lifetime value

CMS — content management system

CRM — customer relationship management

CSAT — customer satisfaction score

CTI — computer telephony integration

CX — customer experience

CXMM — customer experience maturity model

EX — Employee experience

eNPS — employee Net Promoter Score

FCR — first contact resolution

GDP — gross domestic product

IoT — Internet of Things

IVR — interactive voice response

KMS — knowledge management system

KPIs — key performance indicators

L&D — learning and development

LTV — customer lifetime value

NDIS — National Disability Insurance Scheme

NFC — near field communication

NGE — next generation experience

NPS — Net Promoter Score

OLA — operating level agreement

QR — quick response code

R&D — research and development

RFID — radio frequency identifier

ROI — return on investment

RPA — robotic process automation

SLA — Service level agreement

VoC — voice of the customer

VoIP — Voice over Internet Protocol

WOM — word of mouth