Customer Experience Management (CEM) is the process of managing and improving the interactions and experiences customers have with a brand across all touchpoints. This process is essential for building strong customer relationships and enhancing brand loyalty.
The practice of using data analytics and metrics to make informed decisions, focusing on measurable outcomes and efficiency rather than intuition or traditional methods. Important for optimizing design processes, improving product performance, and making data-driven decisions that enhance user experience and business success.
A cross-functional team focused on solving customer problems and achieving business outcomes, with a strong emphasis on discovery, experimentation, and continuous improvement. Crucial for creating valuable and innovative products that meet user needs and drive business success through iterative development and close collaboration with stakeholders.
The process of evaluating and categorizing potential customers based on their likelihood to purchase. Essential for prioritizing sales efforts and improving conversion rates.
The process of tailoring a product or experience to meet the individual needs and preferences of users. Essential for enhancing user engagement and satisfaction by delivering relevant experiences.
Numeronym for the word "Internationalization" (I + 18 letters + N), enabling localization for different languages, regions, and cultures without requiring extensive rework. Important for expanding product reach to global markets.
The practice of protecting systems, networks, and programs from digital attacks, unauthorized access, and data breaches. Essential for safeguarding sensitive information, maintaining user trust, and ensuring the integrity and functionality of digital products and services.
The process of testing product ideas and assumptions with real customers to ensure they meet market needs. Essential for reducing risk and ensuring product-market fit.
The process of exceeding customer expectations to create a positive emotional reaction. Important for building customer loyalty and enhancing brand reputation.
The process of fundamentally changing how a service is delivered to improve efficiency, user satisfaction, and overall effectiveness. Essential for enhancing service delivery and aligning it with modern user needs and expectations.
A method of comparing two versions of a webpage or app to see which performs better in terms of user engagement or conversions. Crucial for designers and product managers to test variations and optimize user experience and performance.
A method where a document or proposal is limited to one page and created within one hour to ensure clarity and focus. Crucial for efficient communication and decision-making.
The process of evaluating the impact and success of a feature after its release, based on predefined metrics and user feedback. Crucial for understanding the effectiveness of features and informing future development.
Marketing Qualified Lead (MQL) is a prospective customer who has shown interest in a company's product or service and meets specific criteria indicating a higher likelihood of becoming a customer. Essential for prioritizing leads and optimizing the efficiency of sales and marketing efforts by focusing resources on prospects most likely to convert.
Product Requirements is a document that outlines the essential features, functionalities, and constraints of a product. Crucial for guiding the development process and ensuring all stakeholders have a shared understanding of the product's goals.
The process of investigating and experimenting with new technologies to understand their potential applications and benefits. Essential for innovation and staying ahead in a rapidly changing technological landscape.
The process of developing relationships with prospects through targeted communications and marketing efforts. Crucial for guiding prospects through the sales funnel and increasing conversion rates.
A strategic research process that involves evaluating competitors' products, services, and market positions to identify opportunities and threats. Essential for informing product strategy, differentiating offerings, and gaining a competitive advantage in the market.
A theory that describes how individuals pursue goals using either a promotion focus (seeking gains) or a prevention focus (avoiding losses). Crucial for designing motivation strategies and understanding user behavior in goal pursuit.
Customer Effort Score (CES) is a metric that measures how much effort customers have to put in to interact with a product or service. Crucial for identifying friction points and improving user experience in digital products.
Mutually Exclusive, Collectively Exhaustive (MECE) is a problem-solving framework ensuring that categories are mutually exclusive and collectively exhaustive, avoiding overlaps and gaps. Essential for structured thinking and comprehensive analysis in problem-solving.
The error of making decisions based solely on quantitative observations and ignoring all other factors. Important for ensuring a holistic approach to decision-making.
Software Requirements Specification (SRS) is a detailed document that outlines the functional and non-functional requirements of a software system. Crucial for ensuring clear communication and understanding between stakeholders and the development team.
The process of ranking leads based on their perceived value to the organization. Useful for prioritizing sales efforts and improving conversion rates.
The study of psychology as it relates to the economic decision-making processes of individuals and institutions. Essential for understanding and influencing user decision-making and behavior in economic contexts.
Application Programming Interface (API) is a set of tools and protocols that allow different software applications to communicate and interact with each other. Essential for integrating different systems and enabling functionality in digital products.
The process of combining different systems or components in a way that ensures they work together smoothly and efficiently without disruptions. Essential for providing a cohesive user experience and ensuring the reliability of complex systems.
The percentage of users who start but do not complete a desired action, such as completing a form or purchasing a product. Important for identifying issues in user flows and improving conversion rates.
A persuasion strategy that involves getting a person to agree to a small request to increase the likelihood of agreeing to a larger request later. Crucial for building user commitment and enhancing marketing and sales strategies.
The process of optimizing content and website structure to improve visibility and ranking in voice search results. Important for adapting to the growing use of voice search and ensuring content is accessible to voice queries.
SAFe is a framework designed to scale agile practices across large organizations by integrating agile and lean principles. It is widely used but criticized for its rigidity, bureaucratic structure, and potential to stifle true agile culture.
Minimum Viable Product (MVP) is a version of a product with just enough features to be usable by early customers who can then provide feedback for future product development. Essential for validating product ideas quickly and cost-effectively, allowing teams to learn about customer needs without fully developing the product.
A cognitive bias where individuals or organizations continue to invest in a failing project or decision due to the amount of resources already committed. Important for designers to recognize and mitigate their own risks of continuing unsuccessful initiatives.
A cognitive bias where individuals evaluate outcomes relative to a reference point rather than on an absolute scale. Essential for understanding decision-making and consumer behavior.
A phenomenon where group members make decisions that are more extreme than the initial inclination of its members due to group discussions and interactions. Crucial for understanding and mitigating the risks of extreme decision-making in group settings.
Behavior-Driven Development (BDD) is a software development approach where applications are specified and designed by describing their behavior. Important for ensuring clear communication and shared understanding between developers and stakeholders.
A cognitive bias where individuals overlook or underestimate the cost of opportunities they forego when making decisions. Crucial for understanding user decision-making behavior and designing systems that highlight opportunity costs.
Volatility, Uncertainty, Complexity, and Ambiguity (VUCA) is an acronym for describing the challenging conditions of the modern world. Important for understanding and navigating dynamic and unpredictable environments.
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient. It improves customer service and automates information retrieval.
Reinforcement Learning from Human Feedback (RLHF) is a machine learning technique that uses human input to guide the training of AI models. Essential for improving the alignment and performance of AI systems in real-world applications.
Feature Driven Development (FDD) is an agile methodology focused on designing and building features based on client-valued functionality. Essential for delivering client-valued features efficiently and effectively.
The tendency to attribute positive qualities to one's own choices and downplay the negatives, enhancing post-decision satisfaction. Useful for understanding user satisfaction and designing experiences that reinforce positive decision outcomes.
Computer programs designed to simulate conversation with human users, especially over the internet. Crucial for automating customer service and enhancing user engagement.
The tendency for people to defer purchasing decisions to a later time, often leading to procrastination. Important for understanding consumer behavior and optimizing sales strategies.
A visual tool for organizing information, typically starting with a central concept and branching out to related ideas and details. Essential for brainstorming, planning, and organizing complex information.
The process of distinguishing a product from its competitors through unique features, benefits, or branding to attract and retain customers. Crucial for creating a competitive advantage and capturing market share.
The process of combining multiple products or product lines into a single offering to streamline operations and reduce complexity. Useful for optimizing product portfolios and improving operational efficiency.
A visual exercise that helps product teams understand and prioritize features by organizing user stories into a cohesive narrative that aligns with user journeys and goals. Essential for planning and prioritizing product features and ensuring alignment with user needs.
A strategic approach where multiple potential solutions are tested to identify the most promising one. Crucial for innovation and reducing risk in decision-making.
A comprehensive analysis of a website to assess its performance in search engine rankings and identify areas for improvement. Essential for diagnosing and enhancing a website's SEO performance.
An agile framework for managing work with an emphasis on software development, characterized by sprints and iterative progress. Essential for improving productivity and delivering incremental value in development projects.
Zero Moment of Truth (ZMOT) is a concept in marketing that refers to the point in the buying cycle when the consumer researches a product before the seller even knows they exist. Crucial for understanding consumer behavior and optimizing marketing strategies to influence decision-making at this early stage.
An analysis that assesses the practicality and potential success of a proposed project or system. Crucial for determining the viability and planning of new initiatives.
A prioritization framework used to assess and compare the value a feature will deliver to users against the complexity and cost of implementing it. Crucial for making informed decisions about feature prioritization and resource allocation.
An open-ended and creative approach to problem-solving or planning, often involving brainstorming and envisioning future possibilities without constraints. Useful for fostering innovation and creative thinking in strategic planning and ideation sessions.
Agile Release Train (ART) is a long-lived team of Agile teams that, along with other stakeholders, incrementally develops, delivers, and operates one or more solutions in a value stream. Important for coordinating Agile development and delivery at scale.
Must have, Should have, Could have, and Won't have (MoSCoW) is a method used to prioritize features or tasks. Crucial for effective project management and ensuring focus on essential features.
A research method that focuses on collecting and analyzing numerical data to identify patterns, relationships, and trends, often using surveys or experiments. Essential for making data-driven decisions and validating hypotheses with statistical evidence.
A prioritized list of ideas and potential features for future product development, embodying a collective vision for innovation and improvement. Essential for managing creative input and maintaining an innovation pipeline that aligns with the team's entrepreneurial spirit and shared commitment to product excellence.