The practice of planning and organizing people, infrastructure, communication, and material components of a service to improve its quality and the interaction between service providers and customers. Essential for creating effective and user-centered service experiences.
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 web-based interface that allows customers to find information and perform tasks without needing assistance from a customer service representative. Essential for improving customer experience and reducing support costs.
Representational State Transfer (REST) is an architectural style for designing networked applications based on stateless, client-server communication. Essential for building scalable and efficient web services.
Simple Object Access Protoco (SOAPl) is a protocol for exchanging structured information in web services. Crucial for enabling communication between applications over a network.
The day-to-day activities required to produce goods and services, manage resources, and support business functions. Essential for ensuring efficient and effective functioning of an organization.
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 systematically collecting, analyzing, and acting on feedback from users to improve products and services. Essential for ensuring that user insights are effectively integrated into the development process.
An approach that applies Agile principles to IT operations, emphasizing iterative development, collaboration, and continuous improvement. Essential for enhancing flexibility, responsiveness, and collaboration in product design and development processes.
The process of attracting and converting strangers and prospects into someone who has indicated interest in your company's product or service. Essential for building a sales pipeline and driving business growth.
The hardware and software environment used to deploy and manage applications and services. Essential for ensuring reliable and scalable application deployment.
A recommendation system technique that suggests items similar to those a user has shown interest in, based on item features. Important for providing personalized recommendations and improving user satisfaction.
A comprehensive view of a customer that includes data from all interactions and touchpoints across the customer journey. Crucial for delivering personalized experiences and improving customer satisfaction.
A methodology for building software-as-a-service apps that emphasizes best practices for development, deployment, and scalability. Important for creating scalable, maintainable, and efficient digital products.
The process of distinguishing a product or service from its competitors in a way that is meaningful to the target market. Important for creating a unique value proposition and gaining a competitive edge.
Numeronym for the term "10,000 Concurrent Clients", the challenge of optimizing network software to handle ten thousand simultaneous client connections. Important for ensuring scalability and performance in high-demand scenarios.
A statement that explains the unique value a product or service provides to its customers, differentiating it from competitors. Essential for communicating the benefits and advantages of a product to attract and retain customers.
Numeronym for the word "Virtualization" (V + 12 letters + N), creating virtual versions of physical resources, such as servers, storage devices, or networks, to improve efficiency and scalability. Crucial for optimizing resource use and improving scalability.
User Experience (UX) refers to the overall experience of a person using a product, system, or service, encompassing all aspects of the end-user's interaction. Crucial for creating products that are not only functional but also enjoyable, efficient, and satisfying to use.
Site Reliability Engineering (SRE) is a discipline that incorporates aspects of software engineering and applies them to infrastructure and operations problems to create scalable and highly reliable software systems. Crucial for maintaining the reliability and efficiency of complex software systems.
A leadership philosophy where the leader prioritizes the needs of the team, empowering and supporting members to achieve their full potential and fostering a collaborative, inclusive environment. Important for building strong, motivated teams, enhancing collaboration, and promoting a culture of trust and respect within an organization.
A combination of software tools, technologies, and services used to develop, manage, and deliver a product. Crucial for understanding the infrastructure that supports product development and management.
The tendency for negative information to have a greater impact on one's psychological state and processes than neutral or positive information. Important for understanding and mitigating the impact of negative information.
A Japanese word meaning any activity in a process that consumes resources without adding value. Crucial for identifying and eliminating inefficiencies to optimize workflows and resources.
A developer proficient in both front-end and back-end technologies, capable of building complete web applications. Crucial for delivering comprehensive and cohesive digital products by managing both user interface and server-side components.
Integrated Development Environment (IDE) is a software suite that combines tools like code editors, debuggers, and compilers. Essential for improving developer productivity and ensuring efficient and error-free coding practices.
A project or venture that starts from scratch, with no constraints imposed by prior work, enabling innovation and flexibility in development. Essential for recognizing opportunities for innovation and fresh development in business initiatives.
A Japanese term meaning "the real place," used in Lean management to describe the place where value is created. Important for understanding the actual processes and identifying areas for improvement.
A dark pattern where users are tricked into confirming a subscription through misleading language or design. It's crucial to avoid misleading users and ensure clear communication about subscription terms and conditions.
Critical Incident Technique (CIT) is a method used to gather and analyze specific incidents that significantly contribute to an activity or outcome. This method is important for identifying key factors that influence performance and user satisfaction.
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.
Business Process Management Software (BPMS) refers to tools and systems that help organizations design, model, execute, monitor, and optimize their business processes. Essential for improving operational efficiency and ensuring that digital products support effective business processes.
A cognitive bias where people underestimate the complexity and challenges involved in scaling systems, processes, or businesses. Important for understanding the difficulties of scaling and designing systems that address these challenges.
Rich Internet Application (RIA) is a web application that offers interactive and engaging user experiences similar to desktop applications. Essential for providing enhanced functionality and better user interfaces on the web.
An economic theory that explains why some necessities, such as water, are less expensive than non-essentials, like diamonds, despite their greater utility. Useful for understanding consumer behavior and designing pricing strategies.
The process of addressing and overcoming objections or concerns raised by prospects during the sales process. Important for closing sales and building customer trust.
A Japanese word meaning inconsistency or variability in processes. Helps in recognizing and addressing workflow imbalances to improve efficiency.