2026 Gartner® Magic Quadrant™

Emplifi named a Leader in the 2026 Gartner® Magic Quadrant™ for Social Media Management and Listening

Emplifi named a Leader in the 2026 Gartner® Magic Quadrant™ for Social Media Management and Listening Get the Report

Social media glossary of terms

Welcome to Emplifi’s glossary of terms for social media marketing, social commerce, and customer care. This is your go-to resource for essential social media terms and definitions. Whether you’re navigating analytics, engagement, or community, use this to stay informed and effective in today’s digital landscape.

A

Agentic AI

Agentic CX

AI Agents

AI Orchestration

AI-Assisted Customer Service

Americans with Disabilities Act

Autonomous Customer Service

Definition: Autonomous CX (A-CX)

C

Churn Prediction

Content Orchestration

Cost Per Mille (CPM)

Cost per mille (CPM) is a metric for the cost of reaching one thousand impressions of an advertisement.

Customer Care Automation

Customer Experience Management (CXM)

Customer Journey Orchestration

Customer Lifetime Value (CLV)

Customer Retention

D

Digital Workers

E

Experience Orchestration

F

First Contact Resolution (FCR)

G

Generative AI

I

Instagram Bio

Instagram Follower

Instagram Influencer

Instagram Like

Instagram Post

Instagram Reels

Instagram Story

Instagram Tag

Instagram Username

L

Large Language Model (LLM)

M

Multimodal AI

N

Net Promoter Score (NPS)

O

Omnichannel Customer Experience

Omnichannel Customer Service

Organic TikTok Strategy

R

Reposting on Instagram

Resolution Gap

S

Sentiment Analysis

Service Orchestration

Social Customer Care

Social CX

Social Media Algorithm

Social Media Influencer

Social Media Listening

Social Media Management Platform

T

TikTok Advertising

TikTok Bio

TikTok Caption

TikTok Engagement

TikTok Filter

TikTok Follower

TikTok Influencer

TikTok Likes

TikTok Live

TikTok Marketing

U

UGC User-Generated Content)

User-generated content (UGC) refers to any content—photos, videos, reviews, or posts—created by customers, fans, or community members rather than the brand itself. UGC is one of the most trusted, influential, and cost-effective content types in social media marketing.

V

Voice of Customer (VoC)

Insights from Emplifi

Explore our latest blogs and comprehensive guides designed to help you master customer experience strategies and drive growth.

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