G lossary • C C A : Customer Care Agent • C EX : Customer Experience • IV R: Interactive Voice Response • C RM: Customer Relationship Management • MN O : Mobile Network Operator • C S R: Customer Service Relationship • N P S : Net Promoter Score • D MP : Data Management Platform • TMT: Technology, Media & Telecommunications • IT: Information Technology O ff- site Customer R elationship S tudy | J anuary 2 016 15