Solutions for teams
Social Marketing
20,000 brands use Emplifi to power their social media marketing
Social Commerce
Achieve 4x the revenue in half the time
Social Customer Care
Meet the customer in their channel of choice
Service & Agent Case Management
Customizable consumer service
Product Modules
Comprehensive insight on social media analytics
Unified Analytics
AI-driven social content publisher
Publisher
Strengthen customer relationships
Community
Integrated social listening
Listening
Influencers
UGC
Care
Chatbot
Ratings & Reviews
Live Advisor
Agent
Emplifi Fuel
The only autonomous customer experience platform
Learn more about Emplifi's autonomous cx platform Autonomous CX Platform
Customer Success Stories
All stories
Benefit Cosmetics
The beauty brand’s audience-first approach to content
Toyota
Driving customer engagement with deep insights
Kimpton Hotels
Why UGC is a critical part of their guest experience
Stanley
How the iconic brand increased product reviews and engagement
Freshpet
Streamlining customer interactions across channels
Hardee’s
Using social listening to capitalize on trending moments
Bath & Body Works
How the retailer is growing their community
Aeromexico
How the airline became one of the most loved travel brands on social
Industries
Retail & eCommerce
Travel & Hospitality
Consumer Packaged Goods
Restaurants
Sports
Media & Entertainment
Higher Education
Agencies
Outpace your competition
We’re recognized as a market leader in innovation and for our drive to give brands all the tools they need.
Get a demo
Insights
Resource Center
Your resource center for everything social marketing, commerce and care
Blog
Get up to speed on the latest trends, tips, and best practices to power your strategy
Webinars
Latest insights on marketing, commerce, and care, straight from the experts
Product Tours
Explore our product tour library and interactive demos to see Emplifi in action
Quarterly Industry Benchmarks
Compare your social media performance with global and regional industry benchmarks
Key Terms Glossary
Explore our key term definitions
Customers
Learning Center
On-demand learning space for product training and best practices
Documentation
Learn how to get the most out of your Emplifi products
Support
See the real-time status of Emplifi platforms and submit a technical support request
Trending insights
Report: The state of social media marketing 2026
Read more
Company Information
About Emplifi
Emplifi provides brands with insights needed to empathize with customers and amplify the right experiences.
Pricing
Explore our plans and pricing for social media marketing, commerce, or care.
Careers
Learn about working at Emplifi and find the perfect role for you.
Events
Discover upcoming events to inspire your social media and CX strategy.
Leadership
Learn about our team of experienced executives driving innovation at Emplifi.
Media & Press
Keep up to date with news and insights from our newsroom.
Agency Partners
We partner with industry-leading marketing and advertising agencies to deliver unmatched client success.
Technology Partners
Our marketing technology partners are the world’s most trusted platforms, tech solutions, and service providers.
Security, Privacy & AI
Trust Center
How we innovate with trust, security, and privacy.
Legal
Your source for security, privacy, and platform transparency.
Contact Us
Get in touch with Emplifi.
Get in touch

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 Orchestration

 

 

 

AI-Assisted Customer Service

 

 

 

Americans with Disabilities Act
Autonomous Customer Service

 

 

 

Definition: Autonomous CX (A-CX)

 

 

 

C

Churn Prediction

 

 

 

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

IG
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
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.

2026 Global Football Tournament social media trends

Emplifi analyzed nearly 1 million social media mentions ahead of the 2026 global football tournament to uncover which teams, players, and platforms...
Read more

Automation vs. autonomy: The CX leader's guide to AI maturity

Chatbots can be inflexible and frustrating for customers with complex requests, while an Autonomous CX system can adapt to a customer’s concerns...
Read more

[Infographic] How consumers research products in 2026 (and what it means for your brand)

Emplifi surveyed 1,650 consumers to map how people research products in 2026. See what they trust, where they look, and what wins the sale.
Read more

How AI agents are reshaping the future of Autonomous CX

According to Emplifi research, 71% of consumers report being satisfied with their AI support experiences. In this guide, you'll learn how Autonomous...
Read more

How to manage social media accounts at enterprise scale (without losing control)

Learn how enterprise brands manage hundreds of social media accounts through centralized governance, team-based permissions, automated reporting, and...
Read more

How boosted and organic content drive different results for beauty brands on TikTok

To better understand how content performs, Emplifi analyzed nearly 17,300 TikTok videos from 200 beauty brand accounts, comparing boosted and organic...
Read more

Ready to fuel your teams with A-CX?

Discover what Emplifi can do for you. We turn small teams into large ones, and large teams into well oiled machines, but either way, we offer the rocket ship, you just need to jump on.

What can you expect?

  • A live walkthrough of Emplifi Fuel tailored to your specific social marketing, commerce, and care needs
  • A benchmark of how your brand performs against peers in your industry
  • A partner who understands your business, and 22,000 others
  • A concrete action plan to go from disjointed teams to A-CX
Get a demo

Outpace your competition with easy-to-use, innovative solutions

We’re recognized as a market leader in innovation, customer support, and ease of use from these organizations.