1-to-1 Personalization
The practice of delivering a unique, optimal digital experience for each customer using all available data from first- and third-party sources. In order to take action in real time to deliver a customized experience to every visitor across channels, 1-to-1 personalization requires rapid data aggregation and analysis, cross-channel deployment, and machine learning optimization. The term 1-to-1 personalization is derived from the more general term personalization and is interchangeable with individualization.
100% Experience
This experience type shows every site visitor (in your defined audience) the same experience
A/B Testing
The method of creating two or more versions of creative or content on a website, email, or app to compare how your audience responds to each version. A/B testing uses data and statistics to validate new design changes and improve conversion rates. Sometimes used to also refer to multivariate testing and A/B/n testing. See also Experiment.
Action Builder
A self-service tool used to create actions for use in on-site experiences
add-to-cart rate
The percentage of visitors who place at least one item in their cart during the session. To calculate your add-to-cart rate, consider the following formula: (Sessions with cart item viewed) / (total sessions)
AdLink
Allows marketers to pull paid media campaigns from whatever platform they are on (Google, Facebook, Twitter, etc.) into Kibo Personalization, thereby giving marketers a clear view within a single interface
allocate
In inventory management, the process of assigning a product as sold so that it cannot be applied to another order and does not count toward on-hand inventory
Amazon Web Services (AWS)
Cloud computing services. AWS hosts Kibo's platform. See the cloud
analytics
Software that tracks and manages your website's key metrics
annual recurring revenue
Revenue that is expected every year
anywhere returns
The omnichannel strategy that allows the consumer to return a product in the way that works best for them: at any store (even if they didn't purchase it there) or shipped back to the warehouse, even if bought in store
appeasements
Discounts customer service representatives can offer to make good an error or please a customer who had a challenging experience
application
An application is a major and distinct revenue component of the overall account, which allows the client to flexibly structure the hierarchy of applications from a brand, country, channel, region and/or vertical standpoint
application groups
Applications can be rolled up into application groups for organizational and reporting purposes, across any combination of the following: brand, country, channel, region and vertical
application ID
Application ID is used to uniquely identify an application within an account for many usages, including data collection, reporting, access permission, etc.
application program interface (API)
A set of routines, protocols, and tools for building software applications. APIs allow different software programs to interact and exchange information with each other
arc.js
Formerly known as Arc.js, a development framework that allows developers to execute custom code whenever certain API actions occur
artificial intelligence (AI)
The concept and programming of machines to perform and complete tasks in a "smart" manner
audience
Audiences are a way to segregate your site traffic for testing and segmentation purposes
Audience Discovery
An algorithm for automatically classifying a client's customers into audiences
automated personalization
A technique used in personalization strategy to automatically optimize customer experience for each person. It uses rapid data aggregation and analysis, cross-channel deployment, and machine learning to predict customer behavior and adjust to changes faster than marketers can.
available to promise (ATP)
When evaluating overall inventory, available to promise is the on-hand inventory that has not been allocated elsewhere and is available to commit to an order
average order value (AOV)
This evaluates how much customers generally spend on each transaction. To calculate your average order value, consider the following formula: (Sum of revenue generated) / (number of orders received)
badging
A way to graphically highlight specific products, promotions, new items, or inventory levels. Badges also allow you to dynamically target visitors based on audience segmentation, so you can emphasize a key selling point of a product based on your audience.
Behavioral Targeting
The ability to focus a marketing message on an individual based on their past interactions with your site. Behaviors you may wish to target include events such as when a customer browses a specific product category, adds an item to their cart without converting, or returns to your site after a long absence.
Boost/Bury
Allows you to manually change the ranking of certain products relative to others
bounce
To leave a website without browsing or clicking
bounce rate
A measure of how many visitors leave a website after landing on just one page with no interaction on the page. When analyzing bounce rate, it's important to see how quickly visitors left. If they bounced immediately, this may indicate that what they saw was different from what they expected. A visitor who bounced after spending a fair amount of time on your site suggests there may be a problem with your page.
brick and mortar
A common way to refer to a physical storefront. The opposite of brick and mortar is an online store, marketplace, or e-tailer
business to business (B2B)
A commerce transaction that takes place between two or more companies or businesses, like a manufacturer and retailer
business to consumer (B2C)
A commerce transaction that takes place between a company and an individual customer
Buy Online Pick up In Store (BOPIS)
A popular fulfillment model, see In-Store Pickup
call-to-action (CTA)
Elements on your site (images, links, buttons, etc.) that tell the customer what action to take
Campaign
A subsection of Search Settings where merchandisers have the ability to create and schedule boost and bury expressions, as well as specify the search terms that trigger those expressions
cart abandonment rate
This statistic shows the amount of users who were initially interested in your products compared to those who actually made a purchase. To calculate your cart abandonment rate, consider the following formula: Completed Transactions/ Shopping Carts with at least one item x 100 = Cart Abandonment Rate
catalog
A list of products you sell, pulled from the master catalog for a specific location where you define categories and discounts
category
Divisions of the catalog that organize products to control where they appear on your site
channel
The source that an order originates from, usually defined by region or type of sale such as the online storefront, Amazon, or eBay
channel conflict
Channel conflict occurs when brand manufacturers sell directly to consumers online and consequently harm existing relationships with their other distribution channels such as distributors, retailers, and dealers
click and collect
Another common way of saying that a consumer purchased a product online and picked it up in the store
cloud computer/the cloud
The practice of storing and accessing your programs and data over a network (typically the Internet), rather than on a local server or a personal computer
Cloud Computing
Outsourced IT systems and functions. Typically hosts physical servers offsite. Hosted services are not the same as the Cloud. Also see Cloud Computing and On-Premise
collection
Allows retailers to merchandize a group of individual products. Complementary or related configurable products can span across Categories and be marketed as a group. This provides flexibility for the shopper to purchase individual products in desired quantities and available options from a single page.
Content Builder
A tool to help build layered content to use in Kibo Personalization experiences across multiple channels
content management system
A database-driven content solution that automates tasks such as archiving and promotion
conversion driver
The force that moves customers to a purchase or helps them overcome resistance prior to converting. A customer may have decided they want a product because it meets their requirements, but may require an extra conversion driver to complete the purchase. Examples of conversion drivers include free shipping and handling and warranty offers.
conversion rate
The rates at which visitors to your website complete a pre-determined action. To calculate conversion rates, consider the following formula: Conversions/total number of visitors = conversion rate
conversion rate optimization
The ongoing process of increasing the probability that a website user will take a desired action or convert based on their customer experience
curbside
The fulfillment option that allows customers to park outside the store and wait for an associate to deliver their order, allowing retailers to serve their customers while limiting traffic within the store and contact between individuals
customer care interface
A customer service program or tool used in call centers to look up customer information, modify order, process returns, and provide customer appeasements
customer lifetime value (LTV)
The total sum of a customer's past order totals
customer relationship management (CRM)
Managing the relationship with customers through technologies, strategies, and programs, to manage customer interactions throughout the customer lifecycle
customer service representative (CSR)
Someone who interacts with customer to answer questions on behalf of the company, typically referring to commerce orders placed with a company. Uses a customer care interface to accomplish tasks
dampening
In Kibo Personalization experience analytics, the dampening setting allows you to scale purchases in the report that are above the selected threshold to a specific number of standard deviations (SD) above the mean
dealer locator
A tool on your website that helps consumers find a local dealer that carries your products. Dealer locators are slowly becoming extinct, as consumers move their preferences to product locators that allow them to find (and purchase) the exact product they desire before driving to the store (see Local Product Search)
demographic targeting
The most common form of segmentation, usually by age and gender
distributed order management (DOM)
The process in which an order management system handles complex fulfillment networks and acts as a central hub for the management of all aspects of a customer's order
distribution center (DC)
A large, specialized facility with the sole purpose of storing inventory for quick redistribution to nearby stores or homes. Distribution centers are also commonly referred to as warehouses
Dynamic Content
A personalization feature that allows you to display text, images, and other user interface elements that will change based on a user's predetermined targeting value. It is responsive not just to differences between users, but also to a single user's evolving context as they log more behavioral data in the moment.
Dynamic Content eligibility
This helps you control the content served to Gmail users and recipients who open your email on a cellular network
dynamic emails
Dynamic content can be used to create customized newsletters based on specific demographics so that readers are only getting the content they're interested in
dynamic precomputed category
A category that allows you to specify dynamic expressions that control the products that belongs to it, calculated when products are indexed in the catalog
dynamic realtime category
A category that allows you to specify dynamic expressions that control the products that belong to them, calculated in real time and on demand when a shopper navigates to the category page
dynamic test experience
An experience type within Kibo Personalization that determines the right content to show to the majority of your audience. Using the Dynamic Testing algorithm, experience results are monitored in real time to automatically allocate more traffic to the winner.
eCommerce
Business conducted over the Internet. Two of the most common forms of electronic commerce (eCommerce) are online shopping websites and online marketplaces
eCommerce Personalization
The practice of creating personal interactions and experiences on eCommerce sites by dynamically showing content, media, or product recommendations based on browsing behavior, purchase history data, demographics and psychographics.
EMV
Intended to reduce fraud, EMV (which stands for Europay, MasterCard and Visa) refers to the global standard for credit cards equipped with computer chips, rather than magnetic stripes, and the technology used to authenticate them. Also known as chip cards or smart cards.
endless aisle
An omnichannel strategy that prevents sales loss by giving in-store consumers access to your full catalog from a kiosk or mobile application. If you are out of stock of an item, or do not carry a particular product, consumer can still purchase the item they need from your store without having to go to a competitor
enterprise resource planning (ERP)
An integrated view of core business processes, usually integrated applications, used by companies to manage, collect, and store resources for inventory management, shipping and payment, product planning, manufacturing, distribution, customer service, accounting, and/or human resources
event notifications
Payloads of data that are provided by Unified Commerce and sent to a JSON endpoint whenever different events happen within the platform, such as when an order progresses through the fulfillment stages
experience
A sequence of strategies that is to be executed as a unit in order to generate recommendations
facets
Element or attribute values within categories that filter the site product results
franchise business
The process of selling your firm's business model, brand, and products to third parties in order to capture market share as an alternative to building chain stores
fraud engine
A sophisticated program that monitors and tracks order payments for suspicious activity, payment errors, and potential fraudulent activity
fulfillment options/models
Consumer order shipping options that include in-store pickup, ship-from-store, ship-to-store, third-party vendor dropship and ship directly from a warehouse or distribution center. The ability to flexibly offer all these fulfillment options is the heart of omnichannel retailing
fulfillment partners
Stores that carry a branded manufacturer's products and have agreed to act as an order fulfillment source. In omnichannel retailing, fulfillers are the valuable partners responsible for managing order that are assigned as ship-from-store or in-store pickup
future-proof
The idea that technology can be constantly evolving with the commerce and omnichannel space, instead of being stale and stagnant, ensuring relevant technologies in the future
fuzzy matching
A way of increasing the recall of a query by loosening the requirements for a match; allows two terms to match if they are "close enough"
geographic targeting/geotargeting
Pinpoints where you want to promote your products
gift card
A prepaid money card that is used as an alternative to cash within a particular store or online. Not all eCommerce platforms support gift card programs
impression
An impression is counted when a single Kibo-delivered recommendation is presented to a visitor
in-store pickup (ISPU)
The omnichannel fulfillment option that allows shoppers to purchase a product online, but pick it up from a local store, sometimes within an hour or two or the purchase. In-store pickup saves shopping costs, drives traffic into stores and allows retailers and branded manufacturers to offer an expanded product mix
inline analytics
Kibo Inline Analytics provides displays of Key Performance Indicators (KPIs) in context within the Kibo Administration (Admin) tool, to help merchandisers make data-driven decisions as they manage, merchandise, and implement marketing for a shopping site
integrated inventory sharing
The process in which retailers share their real-time inventory data feeds with branded manufacturers through APIs. By increasing visibility across all platforms with integrated inventory sharing, retailers are enabling their inventory to be easily found where the consumer is researching or purchasing. Also known as inventory lookup.
inventory turnover
The measure of the number of times inventory is sold and replaced over a certain time period. Omnichannel retailing strategies such as in-store pickup and ship-from-store can help increase inventory turnover
jumble display
Also known as a clearance table, jumble displays are an array of varying products offered at the same price
key performance indicators (KPIs)
A metric used to evaluate factors that are crucial to the success of a business. In retail, KPIs should be defined specifically for each sales channel, including eCommerce (online), in-store and mobile
line busting
The ability to place customer orders from anywhere in the store with a mobile point of sale device (rather than fixed location registers), allowing store associates to alleviate long checkout lines and provide a superior customer experience
machine learning
A subfield of computer science that involves the ability of computers to ''learn'' from past experiences and observations. This predictive programming combines data, code, and science to find patterns that rule-based programming cannot. With machine learning, instead of creating a program based on ''if-then'' rules, an algorithm is programmed to find opportunities based on mining data to produce reliable decisions. These decisions are consistently improved when more data is stored and analyzed.
manifest
A document required by some carriers (such as Canada Post) that details shipment information for a group of shipments being picked up by the carrier
manufacturer's suggested retail price (MSRP)
Pricing guidance from manufacturers regarding the price they recommend their products sell for. Because MSRP is simply a suggestion, price points can vary greatly between vendors
markdown
A reduction in the price of an item, usually taken to encourage sales. An order management system reduces markdowns by fulfilling online orders from stores with the slowest moving inventory
marketing return on investment (ROI)
This is related to determining the value of investing in marketing resources such as creative, overhead and media as related to the overall business.
master catalog
The complete list of all products you sell regardless of where you sell them (location), how you sell them (physical or virtual), and which channel you assign to them
max edits
This setting within Typo Tolerance allows you to specify the number of characters allowed for typos within fuzzy matching
merchandising
A set of merchandising tools used to create presentations that feature products, content, categories, or groups on the pages of your shopping experience
minimum advertised price (MAP)
Set by the manufacturer, the minimum advertised price is the lowest possible price that your channel partners can advertise your products for, both online and offline
MinMatch
"Minimum number should match" allows you to specify a percentage of query words or blocks that should appear in a document. The allowable range is 0 to 100% and up to three values.
mobile point of commerce (mPOC)
A complete solution for mobile point of sale, including checkout, omnichannel fulfillment, line busting, and an instant view of a customer's lifetime value
mobile point of sale (mPOS)
A mobile device that functions as a cash register
multi-tenant architecture
Programming architecture that allows a single instance of a software program to serve multiple customers (tenants). In a multi-tenant architecture environment, all applications share a single, common infrastructure and code base that is centrally maintained
multivariate testing (MVT)
Similar to A/B and A/B/n testing, yet enables testing multiple combinations on a single page at the same time
net promoter score
A customer loyalty metric created in 2003 that allows companies to product a clear measure of performance through a customer's eye. Having a high net promoter score means loyal customers, which in turn means growth.
omnichannel personalization
The practice of creating customer experiences that are informed by real-time data from all channels, Omnichannel personalization creates a consistent customer experience across all interactions, whether online, offline, in-store, in email, or on mobile
omnichannel retailing
The concept of creating a seamless shopping experience through all available shopping channels, such as mobile, online, in-store, catalogs, direct mail and more. Omnichannel retail strategies can be made easier and more effective with an order management system
on-hand inventory
The total number of a particular item in your inventory across all your channel. On-hand inventory includes items that have been allocated or designated as safety stock
online marketplace
A website where multiple vendors sell and fulfill product purchases, but transactions are processed by the marketplace operator. eBay is an example of an online marketplace
open-time email personalization
The ability to personalize an email message based on the time the customer opens the email, no matter when the original email was sent
order management system (OMS)
The most important tool in your omnichannel retailing strategy. Enterprise-level order management systems hand complex order entry and fulfillment models, allowing for advanced order routing capabilities and all critical omnichannel fulfillment options, such as in-store pickup, ship-from-store, and ship-to-store.
order routing
Advanced rules that determine which of your fulfillment locations are best suited to ship a customer order. Order routing fulfillment options can include dealer proximity to the consumer, velocity of product, store ranking, load balancing of orders or cost-based
packing slip
A piece of paper outlining the items in a shipment. It can usually be found in a pouch attached to the package, or inside the package itself.
partner network
A group of third-party vendors that a software provider integrates with. Software providers with strong partner networks offer manufacturers and retailers more options and flexibility when establishing an omnichannel infrastructure.
payment card industry data security standard (PCI DSS)
Mandated by the major credit card brands, the PCI security standard is required for all businesses that process credit cards and is intended to increase controls around credit card data to reduce fraud
personalization
The practice of creating personal interactions and experiences for existing and prospective customers through the use of digital marketing technologies to grow these customers into your best customers
phrase slop
The number of other words permitted between words in query phrase. The lesser the distance between two terms the higher the score will be. Phrase slop specifies a maximum slop, or the number of positions that tokens need to be moved to get a match. The slop is zero by default, requiring exact matches. The allowable value is any integer greater than or equal to zero.
pick and pack
The process of picking an item off a shelf and packing it into a package for shipment to a customer
pick sheet
A list of items within a pick wave that is printable for store associates
pick wave
The process of picking items for a group of shipments at the same time, usually based on similar product types or locations
point of commerce
Combining the physical and digital worlds as a customer interacts with a brand or retailer
point of sale (POS) system
The primary element of the front-end eCommerce system, the point-of-sale software accomplishes the same functions as a cash register during the checkout process
price list
An override to the catalog pricing of products for a specific customer segment and/or site
product attribute
A detail about a product configured as either an option, property, or extra
Product Finder
A Kibo Personalization feature which creates a guided questionnaire that delivers filtered recommendations to customers based on a recommendation strategy that you select
product locator
Unlike a dealer locator, a product locator offers real-time inventory visibility directly on a website, so consumers can find a product online before they head into the store
product recommendations
Part of an eCommerce personalization strategy wherein products are dynamically populated to a user on a webpage, app, or email based on data such as customer attributes, browsing behavior, or situational context providing a personalized shopping experience
product slicing
Splitting a configurable product based on its option values, such as displaying each color of a shirt separately in the category or search results without creating individual product listings
product type
A template defined at the master catalog level and used to create similar products as standard, configurable, bundle, bundle component, or collection
promotions
Enhanced tools for personalization, product display, merchandising, and content integration
psychographics
Targets based on customer interest and personal views, hobbies, interests, opinions, and attitudes
real-time inventory
An instantaneous look at all your inventory items across all your locations. Real-time inventory feeds can help your products be found more easily, as well as ensure availability before purchase (see integrated inventory sharing)
responsive design
Web design that automatically resizes so it can be correctly viewed on a variety of differently sized devices, such as computers, tables, and smart phones
retail associate platform (RAP)
An interface tool for retail associates that makes it easy for them to provide seamless customer service, either by shipping orders, saving the sale, processing returns and more when the customer is in the store
return on investment (ROI)
measures the cost of an investment compared to the results generated. ROI can be calculated through the following formula: (Net Income / Cost of Investment)
safety stock
A reserved amount of stock maintained to avoid the risk of running out of inventory, due to uncertainties in supply and demand
save the sale
An omnichannel fulfillment tool that allows retailers to look up inventory and find the product in another store, even if they don't carry it
search engine optimization (SEO)
The process of increasing visibility (and thereby increasing traffic) of a web page or website on a web search engine's unpaid results
search redirects
Allows merchandisers to redirect a user to a specific URL based on specific search terms
search schema
The first phase of search configuration in UCP
search settings
The second phase of search configuration in UCP where you create and refine a set of rules applied to your site
seasonality
A statistical consideration that is based on an estimated monthly traffic percentage
segmentation
Using qualitative and quantitative research to identify defining characteristics that are likely to influence a purchase decision
session
A particular visit from a specific individual
ship-from-store
Pick, pack and ship eCommerce orders in stores. Increase sales without inventory costs and provide a better shopping experience by fulfilling online orders with inventory already on the shelves of local retailers
ship-to-store
Ship any order directly to a specific store from other stores and warehouse. Provide an endless aisle to in-store customers by offering fulfillment from another nearby location
shipping carriers
Third-party shipping companies such as the United States Postal Service, UPS, FedEx, and Canada Post
shopping cart
An eCommerce software that allows visitors on an eCommerce site to set aside or select items with the intent of an eventual purchase
showrooming
The process or researching the reviews and process of a product while standing in a store looking at that product
site search
A subcategory within UCP search settings
slotting
Customizing different slots within recommendations so that you can mix and match different recommendation algorithms and filters into a single recommendations action to create more diversified results
Social Proof
Messaging or actions with the aim of generating the fear of missing out on popular products amongst visitor browsing your site
software-as-a-service (SaaS)
A software licensing and distribution model based on subscriptions and available to customers over the Internet
stackable discounts
A configurable option to allow multiple discounts to be applied to the same line item or order
standard test experience
An A/B/n test that offers a controlled learning environment
static category
A category that allows you to manually specify the individual products that belong to it
stock keeping unit (SKU)
A store catalog's product and service identification code, typically shown as a bar code
street price
A retail price that is typically lower than advertised price
Target Builder
A Kibo Personalization feature that allows you to create custom targets from the data you already have about your customers without writing any code
technographic profile
A way to segment visitors by how they've reached your web property and what they've used to see it
theme
Customizable stylesheets and templates that give you complete control over your storefront's front-end experience to design home pages, tailor product and category pages, leverage Hypr and JavaScript, and more
transfer shipment
A shipment provided from one fulfillment location to another to fill inventory when a BOPIS (ISPU) pick-up location does not have all items in stock
turnkey
A software package that is easy to set up and operate, frequently including shopping cart, checkout functionality, or a complete eCommerce solution
typo tolerance
This search settings feature uses fuzzy matching/fuzziness to loosen the requirements for a match. As an example, a search for a misspelled term such as aple with no fuzzy matching will only match the same misspelling. With fuzziness enabled, however, aple can match apple with an edit distance of 1.
Unified Commerce Platform (UCP)
The extensible platform that allows end-to-end Kibo solutions to be integrated on a unified interface and/or API implementation and seamlessly share data between solutions
user interface (UI)
The interface in which a person (the user) interacts to communicate with a program to accomplish certain tasks
variant discount
A discount that targets a product variant by excluding/including specific product variant options or as part of the condition for qualifying for the discount
vendor drop ship
A system where a retailer sells goods but does not keep them in stock. Instead, they transfer the customer order to a vendor who ships the good directly to the customer
wardrobing
When a customer purchases an item, uses it, then returns it for a refund
warehouse management system (WMS)
Software that supports the operations in a warehouse or distribution center, tracking inventory levels and locations of stock
website personalization
The process of creating a fully customized experience based on collected data to dynamically populate the best possible user experience (UX) for each individual user