Digital Customer Experience Engineering
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Digital Customer Experience Engineering
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Author : Lars Wiedenhoefer
language : en
Publisher:
Release Date : 2021
Digital Customer Experience Engineering written by Lars Wiedenhoefer and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021 with categories.
Customer experience engineering applied to the engineering department is rare, but needed. Most companies keep support, UX, engineering, product, and CX separate. To address this gap, this book highlights roles and techniques that are proven to accelerate issue detection and prevention by 30% or more. With the author's vast experience in tech support, he has developed techniques and skills that allow engineers to gain customer insights faster and through new and insightful sources that are within their reach. You will develop a deep understanding of the impact of issues; understand and optimize the speed of the engineering feedback loop (issue resolution time); and develop the ability to calculate the cost of the issues or customer friction to the business (in aggregate and on a case-by-case basis). Organizations can save significant money and add additional revenue by addressing customer friction proactively in collaboration with product, engineering, and site reliability engineering (SRE) functions and reduce the average time of an issue resolution by 80%. The cross-functional leadership, mentoring, and engineering techniques you'll learn from this proactive stance are very valuable and teachable, and this book will show you the path forward.
Digital Customer Experience Engineering
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Author : Lars Wiedenhoefer
language : en
Publisher: Apress
Release Date : 2021-08-13
Digital Customer Experience Engineering written by Lars Wiedenhoefer and has been published by Apress this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-08-13 with Computers categories.
Customer experience engineering applied to the engineering department is rare, but needed. Most companies keep support, UX, engineering, product, and CX separate. To address this gap, this book highlights roles and techniques that are proven to accelerate issue detection and prevention by 30% or more. With the author's vast experience in tech support, he has developed techniques and skills that allow engineers to gain customer insights faster and through new and insightful sources that are within their reach. You will develop a deep understanding of the impact of issues; understand and optimize the speed of the engineering feedback loop (issue resolution time); and develop the ability to calculate the cost of the issues or customer friction to the business (in aggregate and on a case-by-case basis). Organizations can save significant money and add additional revenue by addressing customer friction proactively in collaboration with product, engineering, and site reliability engineering (SRE) functions and reduce the average time of an issue resolution by 80%. The cross-functional leadership, mentoring, and engineering techniques you’ll learn from this proactive stance are very valuable and teachable, and this book will show you the path forward. What You Will Learn Gain the techniques and tools necessary to validate customer journey success in production Contribute to customer-centric key performance indicators (KPIs) on executive dashboards Create meaningful insights and data points that allowed the feedback loop to be optimized and efficient Who This Book is For Professionals participating in the value stream of digital software engineering for the benefit of customer experiences, directly or indirectly. You may be an engineer practicing DevOps or site reliability, or you might be a product owner, UX designer, or researcher. You might be working in support and seeking for new ways to engage with your engineering teams.
T Byte Digital Customer Experience
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Author : V Gupta
language : en
Publisher: EGBG Services LLC
Release Date : 2020-01-01
T Byte Digital Customer Experience written by V Gupta and has been published by EGBG Services LLC this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-01-01 with Photography categories.
This document brings together a set of latest data points and publicly available information relevant for Digital Customer Expierence. We are very excited to share this content and believe that readers will benefit immensely from this periodic publication immensely.
T Bytes Digital Customer Experience
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Author : V Gupta
language : en
Publisher: EGBG Services LLC
Release Date : 2020-01-02
T Bytes Digital Customer Experience written by V Gupta and has been published by EGBG Services LLC this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-01-02 with Computers categories.
This document brings together a set of latest data points and publicly available information relevant for Digital Customer Expierence. We are very excited to share this content and believe that readers will benefit immensely from this periodic publication immensely.
Cx Engineering And Practice
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Author : Richard Johnson
language : en
Publisher: HiTeX Press
Release Date : 2025-06-01
Cx Engineering And Practice written by Richard Johnson and has been published by HiTeX Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2025-06-01 with Computers categories.
"CX Engineering and Practice" "CX Engineering and Practice" offers a comprehensive and in-depth exploration of the discipline shaping modern digital experiences. Grounded in both historical context and current best practices, the book delves into the principles of customer experience (CX) engineering—from evolving user-centric paradigms to the integration of psychological insights, design ethics, and measurable metrics. Readers will benefit from thoughtful discussions on continuous feedback, adaptive design, and the importance of accessibility and inclusion in building robust, user-focused software systems. The book then transitions into practical architectures and technologies that underpin experience-driven applications. Through coverage of omnichannel platforms, microservices, API abstractions, and modern interaction engineering, it illuminates how scalable, reliable, and secure systems can be built to meet high customer expectations. Special attention is given to the interplay between performance, resilience, and perceived quality, complemented by in-depth guidance on advanced UI engineering, accessibility, real-time feedback loops, and usability validation. Moving beyond technical implementation, "CX Engineering and Practice" addresses organizational, operational, and strategic aspects vital for CX innovation. Topics such as data-driven insights, DevOps integration, scaling distributed experience systems, personalization, and AI-driven interfaces are meticulously covered. The book concludes with governance, ethics, privacy, security, and a forward-looking perspective on emerging technologies, offering actionable frameworks for leaders, engineers, and cross-disciplinary teams aiming to deliver transformative customer experiences at scale.
T Byte Digital Customer Experience July 2021
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Author : IT Shades
language : en
Publisher: EGBG Services LLC
Release Date : 2021-08-06
T Byte Digital Customer Experience July 2021 written by IT Shades and has been published by EGBG Services LLC this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-08-06 with Business & Economics categories.
This document brings together a set of latest data points and publicly available information relevant for Digital Customer Experience Industry. We are very excited to share this content and believe that readers will benefit from this periodic publication immensely
The Digital First Customer Experience
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Author : Joe Wheeler
language : en
Publisher: Kogan Page Publishers
Release Date : 2023-07-03
The Digital First Customer Experience written by Joe Wheeler and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-07-03 with Business & Economics categories.
The definitive guide to designing digital-first experiences customers love. In his third book on the topic of customer experience, bestselling author and consultant Joe Wheeler tackles the challenges many organizations are facing as they attempt to design compelling experiences in a digital-first world. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Part One introduces the new "3 Cs", key trends associated with technology convergence, competition and culture change in a post-pandemic world. Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale.
Customer Experience Cx Engineering In Aerospace And Defense
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Author : Dr. Lynn Phillips
language : en
Publisher: Archway Publishing
Release Date : 2024-03-26
Customer Experience Cx Engineering In Aerospace And Defense written by Dr. Lynn Phillips and has been published by Archway Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-03-26 with Business & Economics categories.
The authors contend that new business capture teams operating in the aerospace-defense sector which adopt their “Best Practices, Outside-In, Customer-Centric” approach to executing their capture processes can attain supranormal contract win rates—as high as 80% and higher. They back up this claim with captivatingly told case study vignettes of 21st century competitions that they were personally involved with, providing teams with practical step-by-step guidelines, tools and templates to help replicate these successes.
Digital Customer Service
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Author : Rick DeLisi
language : en
Publisher: John Wiley & Sons
Release Date : 2021-08-31
Digital Customer Service written by Rick DeLisi and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-08-31 with Business & Economics categories.
Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.
Strategies For The Digital Customer Experience
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Author : Batat, Wided
language : en
Publisher: Edward Elgar Publishing
Release Date : 2022-05-06
Strategies For The Digital Customer Experience written by Batat, Wided and has been published by Edward Elgar Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-05-06 with Business & Economics categories.
This innovative book proposes a conceptual framework to integrate the ecological and tourism aspects of Protected Area regulation, assisting decision-makers to develop contextually effective laws and management plans that avoid over-regulating or under-regulating tourism, given the areas' ecological profiles.