This glossary describes the key concepts and terminology used throughout the Omneo suite and documentation.
An Achievement is used as a counter to track and aggregate a specific type of transaction or interaction. Achievements have Levels which are thresholds that when reached allow the customer to 'level up' within the achievement. 'Leveling up' can then be connected to other incentives like rewards or benefits. Achievement mechanics are sometimes called gamification.
Action Portal is the legacy name for what is now known as the Omneo Profile Portal
Addresses should be independently validated postable locations that represent a customers household (where they live) the business where they work, or a location where they like to have purchases delivered to. Addresses can also represent a brand's physical store location (see locations).
Unlike attributes, aggregation are calculated "facts" about an individual customer profile that is based on other interaction and transaction e.g. last spend date, average transaction value, return ratio, reward redemption rate, average CSAT etc.
A system admin user that has access to the Omneo CX Manager to create/edit/delete records.
The service used to search and index Omneo profiles - allowing for instant, typo-tolerant and predictive search across all Omneo interfaces.
Images, CSS or copy that can be uploaded into your Omneo configuration to change the appearance of certain experiences
Attributes are facts that attach to a customer profile by the customer directly or via a service interaction with a staff member or system e.g. name, email address, gender, favourite colour, shoe size, join store etc...
Authentication Roles define the scope of a tokens access the Omneo API.
Benefits are a mechanic similar to a coupon or promotion that has some type of conditional logic associated such as "25% off Pants". In Omneo, benefits are be issued to customers via incentive logic or can be 'claimed' by customers who meet specific qualifying conditions. Claiming a benefit is the same as issuing a benefit except that this is initiated by the customer rather than by Omneo logic.
A Benefit Definition contains the attribute values (properties) that are assigned to a Benefit when issued to a customer. A Benefit Definition can be created by an Administrator in the Omneo CX Manager. Developer documentation can be found at Benefits Definition endpoint.
A Benefit Redemption is the process of using a Benefit that a customer has been issued. This process is generally performed by a POS or Website
Is a term used by Salesforce Commerce Cloud (formally Demandware) that describes any plugin or app that can be installed on the brands ecommerce site that links to a third party service e.g. the Omneo SFCC cartridge.
The ability for a guest transaction to be attached to a new or existing customer profile after the transaction has been finalised, this allows for "join after purchase" functionality.
This is one of the optional Omneo Elements. It allows customers to create product lists that can be shared between experiences (eg an omnichannel wishlist) or for stores to create lists of their best customers.
From Omneo’s point of view, a Customer is a person who has created a profile with the brand, is known by name, can be contacted, and has the capability to purchase products. You may be calling them ‘members’, ‘account holder’, ‘VIPs’, ‘subscribers’ - Omneo calls them Customers (as opposed to Guests which are unknown shoppers)
Customer Attributes and Preferences
Customer Product Lists
Content Delivery Network CDN
Previously "action portal", Clienteling is the in-store staff view of a customer, integrating with a number of POS systems it allows for incentive redemption and customer profile viewing and updates.
Customer Satisfaction CSAT
Customer Satisfaction Score, commonly known as CSAT is a metric designed to directly measure customer satisfaction and loyalty levels after a particular action has been taken. CSAT surveys normally feature a question asking customers how satisfied they are with a certain service, product or interaction.
CX - Customer Experience
Customer experience can include a lot of elements, but it really boils down to the perception the customer has of your brand.
What computers use to store data. Customer don't fit in databases.
Datatool is the service Omneo uses to capture and validate phone and email information.
In Omneo a Definition is a set of properties that are applied when an object record such as an Achievement, Benefit or Reward is created.
Editions in the context of Omneo are the names given to the core options you have. Omneo Basic Edition focuses on the customer profile only, while Omneo Complete Edition combines customer profiles with your business data.
Extended Attributes & Preferences
The customers who we don’t know by name, have chosen to purchase anonymously, and are not tracking transactions, are called Guests. These people may exist on a separate subscriber database, but they are choosing to not track their transactions or interactions with the brand.
Identities (or Profiler Identities) are utilised to store a Profiles identifier (ID) in a 3rd party system such as Instagram Handle.
Is the collective term that Omneo uses to describe point, rewards, tiers, achievements and benefits.
Anything a customer does that is tracked by Omneo that isn't a standard transaction e.g. visited a store or updated their profile.
In Omneo a known customer is a profile populated with at least a first name & last name to which transactions & interactions can be attributed to.
Known Customer Asset Value
The inherent and total monetary value of your registered customers based on their ability to generate future income and advocacy.
An attribute attached to a customers profile outlining when they last transacted with a brand.
A collection of embeddable 'widgets' that allow a web developer to embed customer profile information, transaction/interaction history, and active forms to allow a customer to interact with elements of their data in the context of a logged in web visit.
Sometimes known as Customer Lifetime Value (CLV) generally describes the monetary value gained from an individual customer over their tenure with the brand. Rolling up or aggregating CLVs provides a useful benchmark for understanding the longer-term value of customer acquisition and retention.
A simple attribute that can be stored against a particular product with respect to an individual profile describing whether a customer actively likes it or not (dislikes). This fact can be captured during a variety of product browsing and discover experience online or in-store. A customer's likes and dislikes are available in Clienteling and via Omneo Shapes.
Sometimes used within particulate implementations of Omneo to link different profiles together e.g. Family, partners, refferals, stylists.
A collection of products with context and purpose created by a customer.
Locations are detailed descriptions of the brand's stores. It includes name and address, lat, longs (geocode) opening times, verbal directions, optional imagery and contact details. This location data is used to power several key functions in Omneo, such as a favourite store, last shop location and click and collect.
MAU (Monthly Active Users)
A known customer who has created at least one transaction in the last calendar month in-store or online.
A name sometimes given to known customers where a brand has chosen to equate creating a customer account with joining their club or program.
Net Promoter Score
NPS or Net Promoter Score asks customers to quantify how likely they are to recommend your brand, product or service to a friend or colleague using a scale from 0-10. 0 being “Very Unlikely” & 10 being “Very Likely”.
New To You
A list of products known to have not been seen by an individual customer.
Omneo Admin Dash
Omneo CX Manager
The Omneo CX Manager is a web browser graphical user interface that enable an Administrator to manage the Omneo CX Suite.
An abstract currency that can be given to a customer based on transactions or other behaviours. The value of points are flexible in both how they are earned and the value they have when redeemed i.e frequent flyer points.
A Profile is the data record Omneo creates to store and relate information about Customers (sometimes also referred to as Members, Contacts or Persons). This group of endpoints allow you to browse, read, edit, add and delete Profiles.
Profile Additional Data
Profile Attributes are attributes specific to a Profiles appearance, including attributes that are distinctly user defined as opposed to predicted.
Profile Identities are utilised to store a Profiles identifier (ID) in a 3rd party system such as Instagram Handle.
Referral & Invites
A Reward is a fixed dollar amount that has a set expiry date which is assigned to a specific customer profile that can only be used as a discount on a future purchase.
A customers reward balance is the sum of all unredeemed and unexpired rewards assigned to their customer profile.
A collection of embeddable 'widgets' that allow a web developer to embed customer profile information, transaction/interaction history, and active forms to allow a customer to interact with elements of their data in the context of a logged in web visit. View the shape gallery for the full list of currently available shapes and for the shape developer guide to make your own.
Tiers are set thresholds that can be achieved by customers based on their spend or accumulated points over a set period of time. The amount a customer needs to spend or earn to achieve the next tier or maintain their current tier is configurable. A brand may have multiple concurrent tier programs running simultaneously based on different conditions.
Scheduled events that work like reactions