Glossary

What is Artificial Intelligence (AI)? Artificial intelligence (AI) is the creation of intelligent machines and computer programs. When many people think of AI, they think of robots that can walk, talk, and think. This area of research is called Artificial General Intelligence (AGI), and(...) - Read More

Is Your Company Implementing Change Leadership? Change is impossible without effective leadership, which is why change leadership has become a standard function in transforming businesses. Organizations undergoing any type of change, from organizational to digital, face obstacles. For(...) - Read More

What Is Change Management? Effective change management ensures that organizational transitions happen smoothly, efficiently, and economically. Change management is a set of tools, processes, and mechanisms designed to assist with transitions. These transitions can include: (...) - Read More

What is Conversion Rate Optimization (CRO) ? Conversion rate optimization (CRO) is an approach to increasing the percentage of users who take a specific action in a certain digital context. Those users can be website visitors, app users, email readers, or online customers. The desired(...) - Read More

What is CRM? CRM is short for “customer relationship management.” It is an approach to maintaining, managing, and optimizing relationships with current and potential customers. Today, the term CRM often refers to CRM software platforms. These platforms are digital dashboards that(...) - Read More

What is Customer Care and Why Does It Matter? Customer care is the business function that ensures maximum customer satisfaction, happiness, and success. Some use the term interchangeably with customer service, but there is a difference. Customer care is about creating an ongoing(...) - Read More

What is Customer Experience (CX)? The customer experience (CX) refers to the sum total experiences that a customer has throughout their contact with a brand. From initial ad to post-purchase follow-ups, the customer experience is the customer’s perspective of their journey with your(...) - Read More

What is a Customer Journey Map? A customer journey map is a top-down view of the customer life cycle. Today’s customer journeys are complex — multiple touchpoints span multiple devices across time. This complexity makes it difficult to understand, account for, and optimize the customer(...) - Read More

What Is Customer Onboarding? Customer onboarding is the first stage of the customer journey once they begin using a product or service. This stage of the customer journey often defines their relationship with a product or brand. It is vital to make this experience as positive as(...) - Read More

What Is Customer Success? Taking steps to ensure customer success is a strategic approach to maximizing customer value, improving the customer experience, and optimizing the customer journey. Digital businesses today adhere to the philosophy that business success depends upon customer(...) - Read More

What is Data-Driven in Business? “Data-driven” is a business term that refers to the utilization of data to inform or enhance processes, decision making, and even the revenue model. In recent years, a data-driven business approach has gained a great deal of traction. It is true that(...) - Read More

What is Digital Adoption? Digital adoption means achieving a state in which users gain the ability to use digital tools as they are intended and to the fullest extent. When users achieve digital adoption, they not only learn basic functions on a given software, but maximize the advanced(...) - Read More

What Does a Digital Adoption Manager Do? Digital adoption managers drive and oversee an organization’s digital strategy, with a special focus on ensuring employees can use digital investments to the fullest capability. When a company adopts new software or technology, there will inevitably(...) - Read More

What Is a Digital Adoption Platform? Digital Adoption Platforms (DAPs) are software platforms designed to facilitate seamless software learning by simplifying the user experience and ensuring proficiency on any software platform, website, or app. These tools arose to ensure successful(...) - Read More

What Is Digital Process Automation? Digital process automation refers to the automation of business processes. Due to global market pressure to innovate, it has become a field in its own right. Core features of digital process automation include: Automating, streamlining, and(...) - Read More

What Is a Digital Workplace? In a digital workplace, digital technology is embedded  in employee processes, workflow, and culture. Due to the recency of the term, it may have different definitions depending on the context and the discussion. Characteristics of a digital workplace(...) - Read More

What Is Employee Onboarding? Employee onboarding refers to training, orienting, and integrating new employees into a workplace. The process is important for any business, as it can impact: A new employee’s ability to contribute value Morale and satisfaction Motivation and(...) - Read More

Employee training occurs during employee onboarding and throughout a staff member’s tenure. It impacts a wide range of factors and performance metrics, such as employee retention, morale, and productivity. Employee onboarding is broader in scope. It can refer to other aspects of the hiring(...) - Read More

What Are the Business Benefits of Machine Learning? Machine learning is a breed of artificial intelligence technology that allows computers to analyze data, learn from that data, and create its own models and rules based on that information. This is different from normal computer programs,(...) - Read More

How Does Technology Adoption Impact Business? Technology adoption is a term that refers to the acceptance, integration, and use of new technology in society. The process follows several stages, usually categorized by the groups of people who use that technology. For instance: (...) - Read More

What Are the Benefits of Training Software? Training software is software that helps employees, users, or customers learn, train, and practice while completing an action on the platform. Most often, training software is used to train new employees during employee onboarding, or new(...) - Read More

What Is User Experience and Why Does It Matter? User experience refers to the experience that a user has when interacting with a brand, product, or service. User experience design, also called UX design, is an important component of any product or service, digital or otherwise. Though(...) - Read More

What Is the User Journey? The user journey describes the pathway a user takes during their interactions with a product, brand, or service. The nature of that experience will vary depending on the product in question. However, most user journeys follow a similar pattern. They consist of(...) - Read More

What Is User Onboarding? User onboarding occurs early on in the user journey, defining how a user perceives and interacts with a product. It typically involves orientation, training, and acclimation. These days, the term is often used in the context of digital products, which usually(...) - Read More

Why Are Software Walkthroughs So Important? Walkthroughs are software training solutions that take users step-by-step through a series of actions toward a specific learning objective. In a business context, software walkthroughs are used for training. They are implemented frequently during(...) - Read More

How Important Is Website Navigation? Website navigation is how users move through a website. There are a number of factors that impact website navigation, such as: The architecture of the website Page elements, such as the navigation bar, sidebar, and footer Labels for the(...) - Read More