No matter how long you’ve spent in marketing or ecommerce, there will come a time when you’re hit with an acronym or a neologism that you just don’t know. Or maybe you just want to explore the wide world of online sales, where it seems that a new technology, technique, or tool of the trade is introduced every day.
Then you’ve come to the right place. We’ve created one of the most comprehensive ecommerce glossaries on the planet (we’ll leave the actual record-keeping to the people at Guinness) – that covers all the terminology you need to know about the ever-changing world online marketing. Explore everything from A/B Testing to Multitenancy. We’ve collated and defined the list of terms based on our experience in the industry. We’ve cross checked the definition against a number of payments and ecommerce glossaries for accuracy, but the definitions are our own.
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Call to action
Also known as CTA, this is a message directed at users designed to cause a reaction, such as clicking on a link or physically visiting a store. In most cases, it will be an attention-grabbing imperative such as: “Contact us” “Shop now” or “Save money and order now!”
Campaign origin (UTM)
Urchin Tracking Module measures the revenue over a given time period from visitors who made an order and arrived at the store from a link that included a UTM code in the URL. Because these links have been tagged by the merchant, it’s possible to identify a specific campaign source.
Campaign social marketing processes
Planned and brand-initiated marketing practices that are often time-bound. Examples include integrated branding efforts, regularly scheduled social series, new product launches, contests/promotions, holiday/seasonal messaging, and live events.
Canonical information model
A design pattern that adheres to a set of rules used to communicate between different data formats.
Capture date
The date on which a payment transaction is processed by an acquirer.
Carbon and energy management software
A set of tools that allow for the monitoring, analysis, and management of enterprise carbon emissions and energy consumption
Card account updater
A First Data product used to update card information, i.e. expiration date, card number, and status, to allow a merchant’s recurring payments to continue uninterrupted, without a merchant being forced to reach out to the consumer.
Card issuer
A bank, credit union, or any financial institution, offering payment cards (credit or debit) directly to consumers and organizations. The issuer maintains responsibility for billing and funds collection for purchases made using that card.
Card verification code
This refers to the authentication code printed on a payment card for use during card-not-present authorization processes. There is no industry-wide term for this code: Visa denotes to the code as CVV2, MasterCard refers to it as CVC2, and American Express® calls it CID. For Visa and MasterCard, the code appears as three digits on the back of the card. For American Express, the verification code appears as a four-digit code on the front of the card.
Cardholder
The individual to whom a card has been issued.
Cardholder transaction
An event in which a customer uses a credit or debit card in order to purchase goods or services from a merchant or obtain cash from an ATM or financial institution.
Card-not-present transactions
Those credit or debit card transactions where the physical card is not present at the point of transaction, such online purchases.
Card-to-detail rate
A metric that is determined by the number of products added per the number of product-detail views by an individual consumer.
Cart
The term used to indicate the virtual location where a shopper stores the items from a merchant’s website under consideration for purchase.
Cart abandonment
An event where a shopper/customer adds items to their virtual cart and then leaves the site without making a purchase. This information does not have to be completely negative, as it can be used to follow-up and remind customers later of their intended purchases.
Case management
Incremental and progressive responses from the business domain handling a case, that are highly structured, collaborative, dynamic, and information-intensive processes.
Cascading style sheets (CSS)
The web styling language, typically used in conjunction with HTML, used to declare design elements of a website, including color, font and layout.
Change management
A means of managing the people side of change through sentiment awareness and change-management skills that together achieve a required state of business agility.
Channel incentives and program management
Channel incentives are used to drive specific consumer behavior or establish new behavior patterns. Program management solutions are used to automate and scale channel incentives across a broad set of partners.
Charge card
A form of payment card linked to an account that has to be settled in full by a stipulated date, typically monthly.
Chargeback
Occurring in the event of a disputed transaction or instance of fraud, this is a demand on behalf of the credit-card issuer, on behalf of its cardholder, made to a retailer to reverse a payment.
Chatbots
Virtual personas and automation used to deliver digital experiences through conversational interfaces.
ChatOps
An extension of the chatbot platform designed to enable collaboration and decision-making within one virtual environment, merging human conversation with automation through custom configurations, integrations, and operational bots.
Check verification
A database service provided to merchants, businesses, and individuals that is used to verify a check writer has a valid checking account and does not have a history of writing bad checks. This is not a guarantee of payment to the merchant.
Chip & PIN
The security methodology used for credit and debit cards for in-purpose payments, used to verify a transaction and combat fraud.
Chip cards
The most recent generation of credit and debit cards incorporating integrated circuitry, replacing magnetic swipe in an effort to better combat fraud.
CISO
The Chief Information Security Officer creates, implements, and oversees strategies designed to limit information risk across the entire extended enterprise to a level tolerable to the business.
CLI
Call Line Identity, or telephone number.
Client onboarding
The set of tools used by a company when a client signs up purchases a new product or enrolls for a new service, often used to aid in future cross-selling and retention goals.
Clienteling
A technique whereby retail associates use data about an individual customer’s buying habits and preferences during in-store interactions, typically in high-end or luxury retail stores, in order to establish long-term relationships.
Closed loop
Single-purpose payment cards, such as gift cards, that may only be used for a transaction at a single store or group of stores owned by a company, often offering the ability to reload funds for continued use.
Cloud bursting
A method for dealing with unplanned spikes in computing capacity, cloud bursting involves dynamic reallocation of workloads from on-premises environments to cloud providers and vice versa. Workloads can represent technical infrastructure or end-to-end business processes.
Cloud computing
A standardized technology delivery capability (services, software, or infrastructure) allowing for the on-demand availability of various computer system resources.
Cloud contact center providers
Those vendors who provide cloud-based subscription services for contact center software suites for omnichannel routing, reporting, IVR, and workforce optimization.
Cloud data warehouse
An electronic system used to gather data from various sources within a company and then provides automated provisioning, administration, tuning, backup, and recovery to accelerate analytics and actionable insights while minimizing administration requirements.
Cloud security gateway
Also known as cloud access security brokers, a consolidated solution for cloud data protection, cloud data governance, and cloud access security intelligence.
Cloud service provider
An outside vendor offering services in compliance with the NIST (National Institute of Standards and Technology) definition of cloud computing.
CNP
“Cardholder Not Present”, referring to those transactions made via telephone/coupon/letter or online where the merchant does not see the card.
Cognitive operations
The application of advanced analytics and machine learning to analyze operations data to form predictions about how to expedite management and prevent developing problems from occurring.
Cognitive search
A method of search that uses naturalistic queries to deliver knowledge via text, speech, visualizations, and/or sensory feedback.
Cognitive tipping point
The inflection point at which cognitive technology transforms a given segment of work by interacting with humans naturally and by turning data into insights and action.
Cohort
A method of organizing a group of subjects or consumers who have shared a particular event together during a particular time span.
Cohort analysis
A method of audience segmentation involving the creation of a unique group of visitors that share a common characteristic within a certain period of time. It’s used to understand visitor behavior.
Collaboration work management (CWM) tools
The set of tools designed to allow users to create personal and team workspaces, work with other users both inside and outside an organization, and allocate activities to other users to deliver on work items and then track progress.
Collaborative economy
The use of nonhierarchical, multiplatform collaboration tools to efficiently communicate among individuals via peer-to-peer tools, in order to create and sustain competitive advantage.
Commercial card
Payment cards issued to businesses for use by employees to cover expenses (e.g., corporate cards, purchasing cards, travel, and entertainment cards).
Competitive intelligence
A systematic and ongoing process for gathering information to derive actionable insights about competitors, the competitive environment, and trends in order to further the organization’s business goals.
Complex event processing
The automated process of correlating events to identify patterns that may represent threats or opportunities and orchestrating actions to respond to them.
Computational propaganda
The attempt to sow discord and distribute biased or misleading information at massive scale through the use of powerful computing resources, specialized AI and machine learning, and access to distributed online forums and social networks (and the resulting psychographic data).
Computer vision
The ability to analyze images and video in order to understand and interpret the objects and object features within the images and video.
Connected home/car
A vision of the future wherein the home/vehicle is equipped with Internet access, enabling interconnectivity with devices, networks and services located outside the home/vehicle, extending capabilities such as payments, safety, navigation, media/infotainment, diagnostics/efficiency, and more.
Connected world
The suite of technologies enabling objects and infrastructure to interact with monitoring, analytics, and control systems over internet-style networks.
Consumer authentication
Tools used to verify that the cardholder transactions, for both in-person and card-not-present transactions.
Contactless
Credit cards, key fobs, smartcards or other devices using radio-frequency identification for making secure payments. The embedded chip and antenna enable consumers to wave their card or fob over a reader at the point of sale.
Container security
Security threat reduction through the use of automatic security checks and processes throughout the development life cycle.
Content analytics
Extracting and analyzing information patterns in data to improve the management of content and document-centric processes.
Content governance
The set of rules, processes, and guidance, ensuring that content created and published by a business supports its strategic goals.
Content intelligence
Harnessing artificial intelligence technologies to capture the qualities inherent in any content, such as emotional appeal, subject matter, style, tone, or sentiment, for example.
Content management system (CMS)
Publishing software or applications that allow a person and organization to create, edit, search, publish and remove content from the web. Examples include Blogspot, WordPress, Joomla and Drupal.
Content marketing
The creation by brands of interesting, relevant content by businesses in order to build relationships with customers through producing, curating, and sharing content that addresses specific customer needs and delivers visible value.
Content platform
A software platform created for the design, development, and delivery of applications, also allowing for the integration of APIs and application creation.
Content production agencies
Vendors specializing in large-scale, on-brand production of marketing content and assets for brands, based on third-party creative direction or leadership.
Content services
A set of procedures involved in accessing and modifying content.
Contextual commerce
A method of creating experiences and implementing purchase opportunities into everyday activities and natural environments to support anytime, anywhere shopping.
Contextual marketing engine
A brand-specific platform designed to guide the customer to the next best interaction.
Contextual privacy
A practice in which the collection and use of personal data is consensual, within a mutually agreed upon context.
Contingent labor
The use of temporary workers in order to fill specific requirements on a short-term or long-term basis; also called staff augmentation.
Continuous business services
The technology used to integrate business capabilities from multiple organizations to moments in a customer journey through any and all channels and continuously creates and captures specific customer value through ongoing management and updates.
Continuous delivery and release automation
A method of software delivery that is designed to be faster, and better quality, through modeling applications, infrastructure, and middleware.
Continuous deployment
A technical practice wherein infrastructure, software, and process changes are regularly deployed in support of digital business applications or services to customers.
Continuous intelligence
The integration of real-time analytics into business operations, processing current and historical data to prescribe actions in response to business moments and other events.
Continuous optimization
Leveraging every customer interaction with a goal of evolving consumer understanding in order to adapt and optimize customer experiences.
Continuous software delivery
A set of techniques and tools that seeks to reduce the time, risk, and expense of software delivery, through the frequent release of small changes, while offering extensive visibility and traceability.
Continuous testing
The practice of conducting all Agile testing activities continuously in parallel to, and in an integrated fashion, in order to deliver quality products with speed.
Continuous value delivery
Collaboration among the various roles responsible for designing and delivering a product or service and giving them ownership of the outcomes, in an effort to remove friction from the value delivery process. Typically achieved using Agile and DevOps delivery models to continuously refine and improve the customer experience.
Contract lifecycle management
Tools used to create and negotiate contracts, manage individual contract compliance, and understand the risks, obligations, and entitlements in a contract portfolio.
Converged infrastructure
Packaging server, storage, and network functions into a modular unit in order to simplify technology distributions, often adding a software layer to discover, pool, and reconfigure assets.
Convergent designer
A vendor or firm that applies expert design practices to products, services, and spaces.
Conversational interface
Any tool that allows a person to use natural language to interact with technology which then adjusts its responses based on previous interactions and contextual knowledge.
Conversational marketing
The creation of interactive and personalized communications and relationships with customers in a persistent, dynamic dialogue.
Conversion
The process of transforming the user to a customer, though not always a financial transaction.
Conversion funnel
Also referred to as the “sales funnel,” the path a visitor takes until the end conversion. The funnel model provides a multiple entrance points to enter the funnel, but it always takes users to the same end point or conversion.
Conversion rate
The percentage of online store visitors who transform into paying customers divided by visitors who are given the chance but did not.
Conversion rate optimization (CRO)
The process of iteratively improving design, layout and text on your site to delivered a measured, consistent hike in conversion rates.
Cookies
Small, typically unseen text files sent to a user’s browser based upon customer interaction with the website, often only used after a user agrees to share that information.
Cord-cutters
Those consumers who have chosen to forgo their landlines and/or cable connections, typically relying solely upon streaming services and mobile technology.
Core banking applications
A banking platform subset that includes deposits, credit, loans, product configurators, plus related basic client data.
cPEST analysis
Used to discover macroeconomic factors that impact a business, cPEST looks at the political, economic, social, and technology changes on a firm’s current and potential customers.
CPQ solutions
Configure, Price, Quote solutions are software applications intended to enhance sales productivity by automating or guiding the processes around product configuration, pricing, and quoting in order to deliver the right products to the right customers at the right prices.
Credit card
A payment card that is linked to an account which, under a revolving credit agreement, may be settled in full by a stipulated date or may be repaid over a period of time, subject to minimum monthly repayments being made, typically with interest charged.
Crisis communication and mass notification solutions
Agencies and vendors that deliver alert and critical messages via a variety of communication modes at in response to critical events such as extreme weather, active shooter scenarios, business technology outages, etc.
CRM strategy
An organization’s approach to the business process and technologies that support the key activities of targeting, acquiring, retaining, understanding, and collaborating with customers.
CRM technology road map
A forward-looking vision that integrates both short-term and long-term customer relationship management goals with specific technology solutions to help meet those goals.
Cross-channel attribution
The use of advanced statistical approaches to allocate proportional credit to marketing communications and media activity across all channels, which ultimately leads to the desired customer action.
Cross-channel banking platform
A front-end solution that works with existing back-end solutions like core banking to deliver functionality, such as interactions and transactions via the web and other channels.
Cross-channel behavior
The movement of a customer or prospect from one touchpoint to another to complete their objective.
Cross-channel campaign management
Marketing technology that helps manage and support customer data management, analytics, segmentation, and workflow tools for designing, executing, and measuring campaigns for digital and offline channels.
Cross-channel review
An evaluation designed to uncover the flaws that might prevent users from accomplishing goals when their paths take them across multiple channels.
Cross-platform
A product, system, application, or website that can be used across different platforms, i.e. Microsoft Windows, Mac OS, and Linux.
Cross-selling
The presentation of additional products that can complement, enhance or improve the main product they are selling (for example, mobile phone cover for a mobile phone purchase)
Cross-touchpoint behavior
The movement of a customer or client from one touchpoint to another when completing an objective.
CRUD
Create, Read, Update, and Delete inventories the systems, applications, and business processes that can access critical enterprise data and attributes, identifying the processes and data access points that are affecting data quality or allowing improper usage of the data.
CSC
Card Security code. The last three digits on the signature strip on the back of a credit card.
Culture of competency
A company’s shared values and behaviors that focus employees on delivering great customer experiences.
Custom 404 page
The web page directed to users to announce that the server cannot find what they’re looking for, now customized by many websites to keep the user on the website and direct them to a more helpful page like the homepage, site search or contact page.
Customer
Any visitor who places an order.
Customer advocacy
The perception that a company does what’s best for its customers, not just what’s best for the firm’s own bottom line.
Customer analytics solutions
The analysis of customer data to optimize customer decisions and design customer-focused programs and initiatives that drive acquisition, retention, cross-sell/upsell, and targeted marketing campaigns.
Customer collaboration
The exchange of valuable information and insights between a vendor and its client stakeholders.
Customer communications management
A set of tools used to compose, format, personalize, and distribute content to support physical and electronic customer communications and improve the customer experience.
Customer data management
The people and technology that are used to collect, analyze, organize, and share customer data in order to support business functions including R&D, operations, marketing, sales, and customer experience.
Customer data onboarding
The process of shifting offline customer data into online, anonymous audience segments for marketing engagement.
Customer data platform
A CDP centralizes customer data from multiple sources, making it available to systems of insight and engagement.
Customer decision management
An application enabling firms to guide customers to relevant goals, using the customers’ contexts and interaction histories as well as adaptive models, business rules, and priorities to select content and actions at customer-facing touchpoints.
Customer engagement marketing
The identification, organization, and engagement of existing customers to advocate, publish content, activate media, or influence buyers on behalf of your company in exchange for value.
Customer engagement technology gap
The metaphorical distance between the cutting edge of business technology to win, serve, and retain customers and what companies deploy today.
Customer experience (CX)
The sum total of customers’ perceptions of their interactions with a company.
Customer experience ecosystem
The web of relations among all aspects of a company that determine the quality of the customer experience, including partners and operating environment.
Customer experience ecosystem maps
A visual representation of a company’s relationships with its partners, operating environment, and more, all of which shape the customer experience.
Customer experience innovation
The development of new and innovative customer experiences in order to drive differentiation and long-term value.
Customer experience maturity
The discipline required to design, implement, manage, and iterate upon customer experience.
Customer experience strategy
A holistic vision that drives and determines the activities and resource allocation needed to deliver an experience that meets or exceeds customer expectations.
Customer feedback management
The suite of software and processes that enable a company’s customer service feedback, encompassing soliciting feedback across channels, the collection and analysis of that feedback, as well as distribution among the company to ensure those insights are acted upon and monitored.
Customer journey analytics
The combination of quantitative and qualitative data to better understand customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.
Customer journey map
An illustration of the customers’ processes, needs, and perceptions throughout their relationships with a company.
Customer lifecycle
A top-level view of the phases a customer passes in the course of an ongoing relationship with a company, retailer, or service.
Customer lifetime value (CLV)
The total revenue or value of a customer relationship over a lifetime, measured by customer, by segment, or in aggregate for a cohort or group of customers.
Customer loyalty
A consumer-enterprise relationship in which engaged, happy customers reward brands with increased wallet share and word-of-mouth recommendations.
Customer relationship management
A suite of technologies and best business practices that support targeting, acquiring, retaining, understanding, and collaborating with customers.
Customer research
Tools whereby a company seeks to understand its customers in-depth and then communicate that understanding to employees and partners (also known as user research, design research, or customer understanding research).
Customer service governance policies and processes
A formal decision-making process that establishes lines of responsibility, authority, and communication in the customer service program, as well as definingthe policies, standards, measurements, empowerment, and feedback mechanisms that enable the program’s execution.
Customer success programs
The services and roles provided by a vendor to help customers get maximum value out of the SaaS solution and continuously improve to achieve long-term return on investment.
Customer-activated enterprise
An organization that connects customers and employees in ways that inform every employee, every moment, on every decision to provide deeper and more competent customer engagement, typically using technology and data.
Customer-centric banking platform
Any banking platform that provides a strong focus on customer experience and analytics, as well as real-time customer-facing functionality and information provisioning.
Customer-centric culture
The shared ethos of a company that focuses every employee on delivering great customer experiences.
Customer-centric DNA
A commitment to centering every business decision around the needs and wants of the customer.
Customer-obsessed enterprise
A customer-obsessed enterprise focuses its strategy and its budget on the technologies, systems, and processes that win, serve, and retain customers.
CVV
Cardholder Verification Value (CV2 for Visa) and Cardholder Verification Check (CVC2 for MasterCard).
CX competency
Customer Experience competency is the professional expertise needed for delivering the intended experiences to customers.
CX ecosystem
The Customer Experience ecosystem describes the web of relations among all aspects of a company — including its customers, employees, partners, and operating environment — that contribute to the quality of CX.
CX ecosystem map
A visual representation of the interactions among a company, its partners, and its operating environment that produce the customer experience.
CX management (CXM)
The application of all Customer Experience competencies in alignment with the company’s CX vision by performing the CX activities each one requires.
CX management maturity (CXMM)
A company’s degree of expertise at Customer Experience management, especially in terms of discipline: rigor, cadence, coordination, and accountability.
CX measurement
A determination of the quality of Customer Experiences and their link to your organization’s overall metrics.
CX prioritization
A company’s commitment to focusing on what’s optimizing Customer Experience.
CX road map
A sequence of projects with assignments to accountable individuals, to be completed over time for the purpose of attaining the degree of Customer Experience maturity required to achieve the broader goals of the business.
CX strategy
A long-term vision intended to guide strategic planning and resource allocation required to deliver intended experiences that meet or exceed customer expectations in accordance with the goals of the organization.
Cybersecurity
The protection of any internet-connected systems, programs, and networks from digital attacks.
D
Dashboard
A visualization of all orders, products, categories, and customers at a glance.
Data analysis service
A service that targets the exploration, modeling, or analysis of data in order to derive higher-value business insights from the data.
Data center colocation
A managed data center space, that includes all of the necessary mechanical, electrical, security, and safety equipment and personnel required to house and support the hardware for your technology management functions.
Data center facilities
The infrastructure – space, power, cooling, security, and safety equipment – required to support IT hardware.
Data certification
A process that guarantees data meets standards for quality, security, and regulatory compliance.
Data delivery service
A service offering that targets the data consumption endpoint of the data value chain with the delivery of data insights to business users for presentation or into business processes.
Data discovery
The analysis of type, quality, accessibility, and location of data in all available repositories, used to determine the current state of a data environment, especially when a recent and accurate data dictionary doesn’t exist.
Data economy
The exchange of digitized information for the purpose of creating insights and value.
Data encryption
The cryptographic process of securing sensitive data, such as credit card information, by transforming that data using an algorithm to make it unusable to anyone except those possessing special knowledge, referred to as a key.
Data governance 2.0
An Agile approach to data governance that focuses on sufficient controls for managing risk, enabling improved use of data required by the evolving needs of an expanding business ecosystem.
Data governance stewardship
The combination of data governance policies and stewardship management features allowing businesses to establish, manage, govern, and assess the policies and rules that maximize data’s value and effectiveness.
Data governance tools
A set of tools that offers support the administrative tasks and processes of data stewardship. These tools support the creation of data policies, manage workflow, and provide monitoring of policy compliance and data use.
Data loss prevention
The detection and prevention of violations regarding the use, storage, and transmission of sensitive data. Its purpose is to enforce policies to prevent unwanted dissemination of sensitive information.
Data management
The processes, procedures, policies, technologies, and architecture that how data is processed from definition to destruction. This includes transformation, governance, quality, security, and availability throughout its life cycle.
Data management platform (DMP)
Software used to control the flow of data in and out of an organization while supporting data-driven ad strategies.
Data management services
Tools used in the finding, collecting, migration, or integration of data.
Data mining
The process of analyzing large data sets in order to detect previously unseen trends of patterns that can be leveraged to adjust and refine strategies for marketing, sales, and cost-savings.
Data policy
A document outlining the specific rules and constraints required of data at a company. Data policies can take the form of operating procedures, responsibility and accountability assignments, data standards, and data models, as well as parameters for quality, temporality, and security.
Data preparation solutions
Technology that accelerates enterprise data exploration and sourcing, blending, cleaning, and transformation of diverse data types.
Data preparation tools
Software designed to improve the sourcing, shaping, cleansing, and sharing diverse and messy data sets to accelerate data’s usefulness for analytics.
Data protection
The mechanisms with which an organization enables individuals to retain control of the personal data they willingly share, while a company is still able to fulfill rules and obligations in accordance with privacy regulations, industry standards, and the organization’s ethics and social responsibility.
Data resiliency
The ability of data storage technologies to recover from any unexpected events without any data loss and with minimal impact perceived by customers.
Data security standard (DSS)
Also referred to as the Payment Card Industry Data Security Standard (PCI DSS), it is a common set of information security policies and procedures for use by any organization that accepts, processes, stores, or transmits credit card information, intended to protect that data and prevent misuse of cardholders’ personal information.
Data services
The delivery, analysis, management, or governance of data, from advisory and consulting services to the building and management of solutions.
Database performance monitoring
Part of the application performance management (APM) discipline, this is the detection, recording, and presenting of data and the generation of alerts regarding application performance.
Database-as-a-service
A tool used to support new and existing business applications and operational systems, an on-demand, secure, scalable, and self-service database that automates the database provisioning and administration.
Debit card
A type of card designed to enable a customer of the card issuer to pay for goods and services by transferring money from a current checking account.
Decentralized digital identity
A trusted digital identity that people (and businesses) can securely share with entities that request it, without depending upon a central data repository.
Decline/declined
Refusal of a credit-card issuer to authorize and proceed with a payment transaction, typically caused by the suspicion of fraudulent activity, account-balance deficiency, a new card that has yet to be activated, etc.
Deep learning
A machine learning technique that is used to build, train, and test highly complex networks used to predict outcomes and/or classify unstructured data.
Design thinking
A development methodology based on longstanding design practices, codified into five activities (related but not sequential): 1) empathizing; 2) defining; 3) ideating; 4) prototyping; and 5) testing.
DevOps
The integrated work practice of development and operations departments with business sponsors and quality assurance to deliver a continuous stream of innovation into production.
Digital accessibility
The value a customer can get out of a digital experience regardless of variations in their abilities.
Digital advertising fraud
The deployment of technologies that mislead advertisers on where their ads are running and/or who or what is clicking and interacting with those ads, typically used to gain financial reward.
Digital asset management
A platform used to manage the creation, production, distribution, and retention of rich media content such as audio, video, images, and compound documents
Digital banking engagement platform
Banking solution that enables an integrated, seamless, and comprehensive customer and employee experience across various touchpoints, typically offering support for banking and channel-specific business requirements, analytics, digital sales and marketing, and a single view of customers, products, and services.
Digital banking platform
A set of banking applications designed to facilitate retail and corporate banking.
Digital business
Any business that harnesses digital assets and ecosystems to continually improve customer outcomes and, simultaneously, increase operational agility.
Digital business design
An approach to solution architecture, implementation, and integration that integrates business and technology design by placing design priority on user roles, business transactions, processes, canonical information, and events.
Digital business platform
A modular technology built around application programming interfaces (APIs) and designed for the rapid reconfiguration of business models, processes, and ecosystems.
Digital business transformation accelerators
Service providers with capabilities to research markets, shape effective digital transformation strategy, accelerate the build and test of prototype digital products using proven IP.
Digital content transformation
Any service designed to digitize inbound content, including mobile, office formats, page description languages, and web formats, in order to support improved customer experience and operational excellence.
Digital core banking
One aspect of a digital banking platform architecture that allows banks to build new business capabilities without changing their traditional core banking systems. Digital core banking focuses on provisioning business capabilities, workflows, and processes but which excludes data storage.
Digital creepiness
A customer’s sense that the digital experience offered by a company knows more about them than it should, using personal information in a way that makes them feel uncomfortable.
Digital customer experience strategy
A guide to shaping the activities and resource allocation required to deliver experiences that meet or exceed customers’ expectations within and across digital interaction points.
Digital customer experience technologies
Any solution that enables the management, delivery, and measurement of dynamic content, offers, products, and service interactions.
Digital disruption
The sudden business ecosystem shifts that result when digital industries begin to change the business landscape, bypassing traditional analog barriers, and eliminating the gaps and boundaries that prevent people and companies from giving customers what they want in the moment that they want it.
Digital employee experience
A personalized set of interactions, processes, and content resources empowering every employee to achieve success and experience a positive workplace.
Digital engagement provider
A vendor or agency offering a complete portfolio of engagement competencies and management skills to help you build and deliver great digital experiences at global scale.
Digital experience agencies
Business partners that design, build, and manage digital customer experiences in the context of their digital business transformation.
Digital experience governance
Structures and processes that align goals and assign decision rights for digital customer experience strategy and technology across the enterprise.
Digital experience platforms
The architectural foundation for flexible services to maximize scale, quality, and insights across channels and systems.
Digital intelligence
Technologies that capture, manage, analyze, and act on digital interaction data and leverage these capabilities to optimize business decisions, actions, and customer experiences at enterprise scale.
Digital intelligence technology
Technology used for the capture, management, and analysis of customer data and insights to optimize digital customer interaction across the customer life cycle.
Digital money management
Integrated online and mobile tools for money management, typically including but not limited to account aggregation, automatic spending categorization, budgeting, and goal setting.
Digital native
Any person born after the mid-1990s, thus raised in a world in which the internet and mobile are commonplace.
Digital performance management
Optimization of customer experience and business key performance indicators through comprehensive performance monitoring and analysis of technology, application, and business metrics.
Digital process automation service provider
Professional services that supports clients’ process automation with expertise in process automation, business strategy, customer experience, and organizational change management.
Digital store experience technologies
Any technology that enhances a retail physical store experience with an online experience for customers.
Digital store operations technologies
In-store technologies used to help physical store teams perform better and become more efficient by understanding customer behavior, gleaning customer insights, and spurring real-time action by store staff.
Digital store technologies
In-store technologies used to help physical store teams and operations perform better, as well as link or enhance a retail physical store experience with an online experience for customers.
Digital track and trace
The technology enabling organizations to determine past and current locations of an asset, including other contextual data that affects the asset.
Digital twin
Models that use physical and digital data to represent any single thing’s state and performance in the field with the intent of driving business value for product owners and operators.
Digital VoC specialist
A system of software and processes that supports a company’s digitally focused Voice of the Customer efforts by helping a company to solicit feedback across digital channels, collect solicited and unsolicited feedback, analyze structured and unstructured feedback, distribute insights to key stakeholders across the organization, act on the insights, and monitor progress continuously.
Digital wallet
Also known as an eWallet, a software application used to facilitate electronic payments using a computer or smartphone for online transactions, as well as purchases at physical stores. A service allowing consumers manage digitized valuables (offers, coupons, loyalty rewards, tickets, boarding passes, gift cards, IDs, or receipts) from multiple brands, as well as enabling payment transactions.
Direct call deflection
Potential calls to a call center that were avoidedbecause a customer posted a question in the community and found an answer there.
Direct origin
When a visitor arrives at your store by entering the website’s address in their browser. In other words, the visitor did not arrive at your store by clicking a link to it.
Direct-to-value
A customer relationships aspiration wherein the brand aspires to deliver as much value as it can, as directly as it can, to the customer.
Disaster-recovery-as-a-service
A managed service using cloud-based infrastructure to orchestrate the transition of applications to recovery infrastructure to deliver a resilient business service in the event of an outage
Discount code (also known as Coupon code)
A series of numbers or letters that can be entered at checkout to give them access to special offers or discounts.
Discount rate
The fee that online store merchants pay to third-party payment processor for processing credit card payments of your customer, typically a small percentage of each processed order.
Distributed ledger technology
A software architecture supporting collaborative processes around trusted data, distributed across organizational (and potentially national) boundaries.
Document output for customer communications management
Software used to compose, format, personalize, and distribute content to support communication with customer and improve customer experience.
Doing business as (DBA)
A secondary name legally associated with a company and used to open bank accounts, write checks, enter into contracts, and for other business purposes. That company must lawfully file this secondary name or faces fines and penalties.
Drop-shipping
A type of shipping wherein online stores don’t keep the product it sells in inventory, instead, partnering with a wholesale supplier and passing the shipping address to them so they ship the product directly to the customer.
Dynamic case management
A highly structured, collaborative, and information-intensive process driven by outside events and requires incremental and progressive responses from the business domain handling a case.
Dynamic currency conversion (DCC)
Financial service where holders of credit cards have the transaction cost converted to local currency when making a payment in a foreign currency.