國立虎尾科技大學 |

Digital Customer Experience Engineering = Strategies for Creating Effective Digital Experiences /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Digital Customer Experience Engineering / by Lars Wiedenhoefer.
Reminder of title:	Strategies for Creating Effective Digital Experiences /
Author:	Wiedenhoefer, Lars.
Description:	XIII, 137 p. 67 illus., 5 illus. in color.online resource. :
Contained By:	Springer Nature eBook
Subject:	User interfaces (Computer systems). -
Online resource:	https://doi.org/10.1007/978-1-4842-7243-5
ISBN:	9781484272435

Digital Customer Experience Engineering = Strategies for Creating Effective Digital Experiences /
Wiedenhoefer, Lars.

Digital Customer Experience Engineering Strategies for Creating Effective Digital Experiences /[electronic resource] :by Lars Wiedenhoefer. - 1st ed. 2021. - XIII, 137 p. 67 illus., 5 illus. in color.online resource.

Chapter 1: The importance of acting today – getting digital experiences right is not optional -- Chapter 2: Opportunities to optimize the structure of the traditional digital engineering feedback loop -- Chapter 3: Digital customer experience engineering -- Chapter 4: The goals and guiding principles -- Chapter 5: Interactions with adjacent functions -- Chapter 6: The how-to guide – a collection of essential techniques -- Chapter 7: Useful tools for observability and insights -- Chapter 8: Key metrics for successful digital engineering and customer quality and observability -- Chapter 9: How to get started today.

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.

ISBN: 9781484272435

Standard No.: 10.1007/978-1-4842-7243-5doiSubjects--Topical Terms:

1253526
User interfaces (Computer systems).

LC Class. No.: QA76.9.U83

Dewey Class. No.: 005.437

Digital Customer Experience Engineering = Strategies for Creating Effective Digital Experiences /
LDR:03303nam a22004095i 4500 001 1054048
003 DE-He213
005 20210811221806.0
007 cr nn 008mamaa
008 220103s2021 xxu| s |||| 0|eng d
020 $a 9781484272435 $9 978-1-4842-7243-5
024 7 $a 10.1007/978-1-4842-7243-5 $2 doi
035 $a 978-1-4842-7243-5
050 4 $a QA76.9.U83
050 4 $a QA76.9.H85
072 7 $a UYZG $2 bicssc
072 7 $a COM070000 $2 bisacsh
072 7 $a UYZG $2 thema
082 0 4 $a 005.437 $2 23
082 0 4 $a 4.019 $2 23
100 1 $a Wiedenhoefer, Lars. $e author. $4 aut $4 http://id.loc.gov/vocabulary/relators/aut $3 1359019
245 1 0 $a Digital Customer Experience Engineering $h [electronic resource] : $b Strategies for Creating Effective Digital Experiences / $c by Lars Wiedenhoefer.
250 $a 1st ed. 2021.
264 1 $a Berkeley, CA : $b Apress : $b Imprint: Apress, $c 2021.
300 $a XIII, 137 p. 67 illus., 5 illus. in color. $b online resource.
336 $a text $b txt $2 rdacontent
337 $a computer $b c $2 rdamedia
338 $a online resource $b cr $2 rdacarrier
347 $a text file $b PDF $2 rda
505 0 $a Chapter 1: The importance of acting today – getting digital experiences right is not optional -- Chapter 2: Opportunities to optimize the structure of the traditional digital engineering feedback loop -- Chapter 3: Digital customer experience engineering -- Chapter 4: The goals and guiding principles -- Chapter 5: Interactions with adjacent functions -- Chapter 6: The how-to guide – a collection of essential techniques -- Chapter 7: Useful tools for observability and insights -- Chapter 8: Key metrics for successful digital engineering and customer quality and observability -- Chapter 9: How to get started today.
520 $a 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.
650 0 $a User interfaces (Computer systems). $3 1253526
650 0 $a Customer relations—Management. $3 1259384
650 0 $a Software engineering. $3 562952
650 0 $a Business. $3 558617
650 0 $a Management science. $3 719678
650 0 $a Production management. $3 566447
650 0 $a Information technology. $3 559429
650 0 $a Business—Data processing. $3 1253699
650 1 4 $a User Interfaces and Human Computer Interaction. $3 669793
650 2 4 $a Customer Relationship Management. $3 995421
650 2 4 $a Software Engineering/Programming and Operating Systems. $3 669780
650 2 4 $a Business and Management, general. $3 1069500
650 2 4 $a Operations Management. $3 1069063
650 2 4 $a IT in Business. $3 1064965
710 2 $a SpringerLink (Online service) $3 593884
773 0 $t Springer Nature eBook
776 0 8 $i Printed edition: $z 9781484272428
776 0 8 $i Printed edition: $z 9781484272442
856 4 0 $u https://doi.org/10.1007/978-1-4842-7243-5
912 $a ZDB-2-CWD
912 $a ZDB-2-SXPC
950 $a Professional and Applied Computing (SpringerNature-12059)
950 $a Professional and Applied Computing (R0) (SpringerNature-43716)