Digital Transformation Glossary: C
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CAMPAIGN MANAGEMENT SYSTEM (CMS)
Cross-channel solution that processes customer data from various sources and creates meaningful insights.
CARD ON FILE (COF)
A safe and secure way to store sensitive customer payment information for repeat purchases.
A magnetic code reading device that is usually built into a register keyboard. When a credit card is passed/swiped through the wedge, the data is read into the machine.
DIGITAL TRANSFORMATION GLOSSARY NAVIGATION
Specially programmed robot that interacts with customers and simulates human conversation through artificial intelligence (AI).
CLICK AND COLLECT
Hybrid e-commerce model that enables consumers to select items online and collect those items at a centralized collection point or in-store. Also known as BOPIS or BOPUS (buy online, pickup in store).
Computing that relies on shared computing resources rather than having local servers or personal devices to handle applications.
CLOUD POS (POINT OF SALE)
Web-based POS system that processes payments through the internet rather than on a local computer or servers.
Integration of applications and services built to perform efficiently on cloud by leveraging the capabilities of infrastructure-as-a-service (IaaS) and platform-as-a-service (PaaS). Applications include various processes such as distributed software development, micro-services architectures, adoption of DevOps practices, software automation and application infrastructure development.
Set of rules and specifications for software programs to follow in communicating with each other to facilitate/enable interoperability.
COMPUTERIZED INVENTORY SYSTEM
Computer program that tracks inventory and may create automated replenishment orders.
CONNECTED APPLICATION (APP)
Technology used for connectivity management and service enablement, allowing IoT manufacturers to connect objects everywhere.
CONNECTED CUSTOMER EXPERIENCE
Tool used to integrate channels of engagement, devices and products through IoT and cloud computing to maintain a seamless flow of service interactions among customers.
CONSUMER EXPERIENCE (CX)
Consumer s perception after engaging with a company, brand, product or service.
System of payments powered by near-field communication (NFC), including NFC-enabled credit and debit cards, smart cards and smartphones that allow a customer to complete transactions without physically touching a payment terminal. A shopper can pay for a purchase just by waving a card or phone over a terminal.
CONTENT MANAGEMENT SYSTEM
Back-end interface that makes editing website content more user-friendly.
CONTINUOUS REPLENISHMENT PROCESS (CRP)
Ordering process based on exchange of electronic data between a store and a distributor to indicate when a store is running low on a product and needs a new shipment. CRP programs reduce inventory levels and operating costs by having products delivered on a frequent, as-needed basis; consumer demands based on scan data, warehouse movement and sales forecasts drive warehouse replenishment orders and shipping.
CONVENIENCE TECHNOLOGY (CONVENI-TECH)
Technology used with a POS system to help customers search stock levels, find specific items and view pricing through self-service kiosks or devices such as tablets.
Process through which data pertaining to consumer behavior is used to make informed business decisions through market segmentation and predictive analytics.
CUSTOMER DATA MANAGEMENT (CDM)
Software or cloud computing applications designed to give large organizations rapid, efficient access to customer data so they can keep track of customer information and survey the customer base.
CUSTOMER ENGAGEMENT ANALYTICS
Use of analytics to assess connections made with customers to produce an effect or a reaction, and the experiences customers share with other customers about a product, service or brand.
CUSTOMER JOURNEY MAP
Retail tool that offers critical insights on customers purchase decisions based on various touch points including awareness, research, nurture, customer and advocacy.
CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Online system for managing relationships with current/prospective customers and storing a directory of their information online.
CUSTOMER TOUCH POINTS
A brand s points of customer contact from start to finish.
CUSTOMER-FACING DISPLAY (CFD)
Usually a separate screen that allows customers to view their order, tax, discounts and loyalty information during the checkout process. Also known as a customer display or monitor.
Robot that assists customers in-store.