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| digital customer experience management: Digital Customer Experience Engineering Lars Wiedenhoefer, 2021-08-13 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. |
| digital customer experience management: Customer Experience Management Nihat Tavşan, Can Erdem, 2018-05-07 We are passing through a paradigm shift and surviving in this upcoming paradigm doesn't seem possible through traditional marketing and management strategies. Today being brand is not a privilege any more, there are dozens of reliable brands almost in every industry. But still businesses need to differentiate and outperform the competition but how? |
| digital customer experience management: Customer Experience Management Bernd H. Schmitt, 2010-07-09 In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach to marketing called customer experience management (CEM). In this book, Schmitt demonstrates how to put his CEM framework to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands. From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers companies an opportunity to maximize the customer experience and establish a bond that will never be broken. Customer Experience Management introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector. A must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, Customer Experience Management demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results. |
| digital customer experience management: T-Bytes Digital Customer Experience IT-Shades, 2020-01-28 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. |
| digital customer experience management: T Bytes Digital Customer Experience IT Shades.com, 2020-12-02 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. |
| digital customer experience management: T-Byte Digital Customer Experience V Gupta, 2020-01-01 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. |
| digital customer experience management: Strategies for the Digital Customer Experience Batat, Wided, 2022-05-06 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. |
| digital customer experience management: The Effortless Experience Matthew Dixon, Nick Toman, Rick DeLisi, 2013-09-12 Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. |
| digital customer experience management: T-Bytes Digital Customer Experience Industry. IT-Shades, 2020-07-27 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. |
| digital customer experience management: The Customer of the Future Blake Morgan, 2019-10-29 With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increasing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization! |
| digital customer experience management: Advanced Digital Marketing Strategies in a Data-Driven Era Saura, Jose Ramon, 2021-06-25 In the last decade, the use of data sciences in the digital marketing environment has increased. Digital marketing has transformed how companies communicate with their customers around the world. The increase in the use of social networks and how users communicate with companies on the internet has given rise to new business models based on the bidirectionality of communication between companies and internet users. Digital marketing, new business models, data-driven approaches, online advertising campaigns, and other digital strategies have gathered user opinions and comments through this new online channel. In this way, companies are beginning to see the digital ecosystem as not only the present but also the future. However, despite these advances, relevant evidence on the measures to improve the management of data sciences in digital marketing remains scarce. Advanced Digital Marketing Strategies in a Data-Driven Era contains high-quality research that presents a holistic overview of the main applications of data sciences to digital marketing and generates insights related to the creation of innovative data mining and knowledge discovery techniques applied to traditional and digital marketing strategies. The book analyzes how companies are adopting these new data-driven methods and how these strategies influence digital marketing. Discussing topics such as digital strategies, social media marketing, big data, marketing analytics, and data sciences, this book is essential for marketers, digital marketers, advertisers, brand managers, managers, executives, social media analysts, IT specialists, data scientists, students, researchers, and academicians in the field. |
| digital customer experience management: The Customer Experience Manual Alan Pennington, 2016-09-12 |
| digital customer experience management: Handbook of Research on Smart Management for Digital Transformation Barbosa, Belem, Filipe, Sandra, Santos, Claudia Amaral, 2022-03-11 In a global and digital society, businesses are constantly being challenged by innovative and disruptive management strategies. The dramatic changes that took place in all corners of the world during the COVID-19 pandemic confirmed that companies need to update their resources and anticipate trends. The current changes introduced by digitalization offer endless innovation scenarios and strategic opportunities to companies but also demand an accurate and structured analysis of drivers, motivations, and determinants for success in this transformation. The Handbook of Research on Smart Management for Digital Transformation analyzes the drivers of digital transformation in businesses and assesses digital transformation success factors in the short, medium, and long run. This critical reference source is comprised of theoretical and empirical chapters as well as case studies on digital adoption by companies in different business sectors. Covering topics such as brand messaging, digital media platforms, and success determinants, this book is an essential resource for managers, researchers, educators of higher education, business students, digital strategists, business associations, communication and marketing agencies, entrepreneurs, and academicians. |
| digital customer experience management: 77 Building Blocks of Digital Transformation Jace An, 2019-04-11 In 2018, '77 Building Blocks of Digital Transformation: The Digital Capability Model' was published to help 'digital practitioners' working in the digital space. Since then, quite a few readers have suggested writing a book about digital transformation for 'the general public' interested in learning more than basics of digital transformation. That is how the book '77 Building Blocks of Digital Transformation: Simply Explained' has been created.This book is intended to deliver the key messages of 'the 77 Building Blocks' to the general public. It aims to help the general public understand 'actual practices' in the digital space. This is not a theory book that discusses the academical ideas and concepts of digital transformation, but a 'practical' field book that describes the proven digital capabilities as the building blocks of digital transformation. This book does however not fully cover the technical detail of the Maturity Model described in '77 Building Blocks of Digital transformation: The Digital Capability Model' that aims to help digital practitioners with measuring digital maturity. Instead, this book provides examples of higher maturity indicators as an introduction to the Maturity Model. If you are looking for a deep dive into the Maturity Model, refer to '77 Building Blocks of Digital transformation: The Digital Capability Model'.This book covers:1. Digital Customer Experience Management -Digital Customer Journey Management -User Research -Usability Analysis -User Experience Designing -User Experience Testing 2. Social Interaction -Social Listening -Social Media Marketing -Social Media Servicing -Online Community Management -Rating & Review Management -Content Moderation -Social Crisis Management3. Digital Marketing -Digital Brand Marketing -Search Engine Optimization -Paid Search -Content Targeting -Affiliate Marketing -Online Advertising -Digital Campaign Management -Lead Management -Marketing Offer Management -Email Marketing -Mobile Marketing -Marketing Automation -Conversion Rate Optimization4. Digital Commerce -Online Merchandising -Shopping Cart & Checkout -Payments & Reconciliation -Order Management & Fulfillment -Account Management & Self-Service5. Digital Channel Management -Channel Mix & Optimization -Cross-Business Integration -Cross-Channel Integration -Multi-Device Presentation6. Knowledge & Content Management -Knowledge Collaboration -Knowledge Base Management -Content Lifecycle Management -Digital Asset Management -Content Aggregation & Syndication -Web Content Management7. Customization & Personalization -Customer Preference Management -Customer Communication Management -Social Behaviour Management -Interaction Tracking & Management -Customer Loyalty Management -Digital Customer Services8. Digital Intelligence -Product Similarity Analytics -Customer Insights -Customer Segmentation -Conversion Analytics -Digital Marketing Effectiveness -Big Data Analytics -Web Analytics -Reporting & Dashboard9. Digital Data Management -Non-relational Data Management -Distributed Data Store Management -Enterprise Search -Master Data Management -Data Quality Management -Digital Data Policy Management10. Digital Infrastructure Management -On-Demand Provisioning -User Interaction Services -Process Integration Services -Parallel Processing Services -Federated Access Management -Digital Continuity Management11. Digital Alignment -Digital Innovation -Digital Planning -Digital Governance -Cross-Boundary Collaboration -Digital Journey Readiness12. Digital Development & Operations -Digital Program & Project Management -Digital Design Authority -Digital Capability Development -Digital Capability Introduction -Digital Service Operations -Digital Quality Management |
| digital customer experience management: Digital Transformation in Accounting Richard Busulwa, Nina Evans, 2021-05-30 Digital Transformation in Accounting is a critical guidebook for accountancy and digital business students and practitioners to navigate the effects of digital technology advancements, digital disruption, and digital transformation on the accounting profession. Drawing on the latest research, this book: Unpacks dozens of digital technology advancements, explaining what they are and how they could be used to improve accounting practice. Discusses the impact of digital disruption and digital transformation on different accounting functions, roles, and activities. Integrates traditional accounting information systems concepts and contemporary digital business and digital transformation concepts. Includes a rich array of real-world case studies, simulated problems, quizzes, group and individual exercises, as well as supplementary electronic resources. Provides a framework and a set of tools to prepare the future accounting workforce for the era of digital disruption. This book is an invaluable resource for students on accounting, accounting information systems, and digital business courses, as well as for accountants, accounting educators, and accreditation / advocacy bodies. |
| digital customer experience management: Decoding the New Consumer Mind Kit Yarrow, 2014-03-31 Take a glimpse into the mind of the modern consumer A decade of swift and stunning change has profoundly affected the psychology of how, when, and why we shop and buy. In Decoding the New Consumer Mind, award-winning consumer psychologist Kit Yarrow shares surprising insights about the new motivations and behaviors of shoppers, taking marketers where they need to be today: into the deeply psychological and often unconscious relationships that people have with products, retailers, marketing communications, and brands. Drawing on hundreds of consumer interviews and shop-alongs, Yarrow reveals the trends that define our transformed behavior. For example, when we shop we show greater emotionality, hunting for more intense experiences and seeking relief and distraction online. A profound sense of isolation and individualism shapes the way we express ourselves and connect with brands and retailers. Neurological research even suggests that our brains are rewired, altering what we crave, how we think, and where our attention goes. Decoding the New Consumer Mind provides marketers with practical ways to tap into this new consumer psychology, and Yarrow shows how to combine technology and innovation to enhance brand image; win love and loyalty through authenticity and integrity; put the consumer’s needs and preferences front and center; and deliver the most emotionally intense, yet uncomplicated, experience possible. Armed with Yarrow’s strategies, marketers will be able to connect more effectively with consumers—driving profit and success across the organization. |
| digital customer experience management: Navigating Digital Transformation in Management Richard Busulwa, 2022-10-31 Navigating Digital Transformation in Management provides a thorough introduction to the implications of digital transformation for leaders and managers. The book clearly outlines what new or enhanced roles and activities digital transformation requires of them. The book takes a practical approach and shapes an actionable guide that students can take with them into their future careers as managers themselves. With core theoretical grounding, the book explains how the digital transformation imperative requires all organizations to continuously undertake digital business transformation to adapt to ongoing digital disruption and to effectively compete as digital businesses. The book discusses the critical roles managers need to play in establishing, facilitating, and accelerating the day-to-day activities required to build and continuously upgrade these capabilities. Drawing on cutting edge research, this textbook: Explains how digital technology advancements drive digital disruption and why digital business transformation and operating as a digital business are critical to organization survival Unpacks the different digital business capabilities required to effectively compete as a digital business Considers the new or digitally enhanced competencies required of leaders, managers, and their supporting professionals to effectively play their roles in digital transformation Discusses how leaders, managers, and their supporting professionals can keep up with digital technology advancements Unpacks key digital technology advancements, providing a plain language understanding of what they are, how they work, and their implications for organizations Enriched with pedagogical features to support understanding and reinforce learning, such as reflective questions, learning summaries, and case studies, and supported by a suite of instructor materials, this textbook is an ideal choice for teachers that want to enable their information systems, information technology, and digital business students to compete and thrive in the contemporary business environment. |
| digital customer experience management: Managing Customer Experience and Relationships Don Peppers, Martha Rogers, 2022-04-19 Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to treat different customers differently. This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world. |
| digital customer experience management: Digital Business Annmarie Hanlon, 2024-03-30 This textbook covers all the essentials for understanding and doing business in a digital world to help equip students for graduate success in a fast-changing, digitalised and technology-led business environment. |
| digital customer experience management: Handbook of Research on Interdisciplinary Reflections of Contemporary Experiential Marketing Practices Akel, Gökhan, 2022-06-24 Technology has brought many innovations and changes in experiential design and experiential products and services. The digital transformations brought about by technology have led to problem-solving, creative functioning, and unique improvements along with experiences. Human-digital experience interaction prevails in many areas of modern society, and in order to evaluate this interaction, a more balanced understanding of digital and experience processes is required. The Handbook of Research on Interdisciplinary Reflections of Contemporary Experiential Marketing Practices discusses innovative research on experiential marketing and evaluates the interdisciplinary reflections of practices from different perspectives. The book also explores how the concept of experience is developed, managed, and marketed according to current consumer needs and motivations. Covering critical topics such as experience economy and tourism experience management, this reference work is ideal for managers, marketers, hospitality professionals, academicians, practitioners, scholars, researchers, instructors, and students. |
| digital customer experience management: Connected Strategy Nicolaj Siggelkow, Christian Terwiesch, 2019-04-30 Business Models for Transforming Customer Relationships What if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous relationships--while simultaneously driving dramatic improvements in operational efficiency? What if you could break your existing trade-offs between superior customer experience and low cost? This is the promise of a connected strategy. New forms of connectivity--involving frequent, low-friction, customized interactions--mean that companies can now anticipate customer needs as they arise, or even before. Simultaneously, enabled by these technologies, companies can create new business models that deliver more value to customers. Connected strategies are win-win: Customers get a dramatically improved experience, while companies boost operational efficiency. In this book, strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies as a new source of competitive advantage. With in-depth examples from companies operating in industries such as healthcare, financial services, mobility, retail, entertainment, nonprofit, and education, Connected Strategy identifies the four pathways--respond-to-desire, curated offering, coach behavior, and automatic execution--for turning episodic interactions into continuous relationships. The authors show how each pathway creates a competitive advantage, then guide you through the critical decisions for creating and implementing your own connected strategies. Whether you're trying to revitalize strategy in an established company or disrupt an industry as a startup, this book will help you: Reshape your connections with your customers Find new ways to connect with existing suppliers while also activating new sources of capacity Create the right revenue model Make the best technology choices to support your strategy Integrating rich examples, how-to advice, and practical tools in the form of workshop chapters throughout, this book is the ultimate resource for creating competitive advantage through connected relationships with your customers and redefined connections in your industry. |
| digital customer experience management: T-Byte Digital Customer Experience March 2021 IT Shades, 2021-04-03 This document brings together a set of the latest data points and publicly available information relevant to the Digital Customer Experience Industry. We are very excited to share this content and believe that readers will benefit from this periodic publication immensely. |
| digital customer experience management: X: The Experience When Business Meets Design Brian Solis, 2015-10-13 Welcome to a new era of business in which your brand is defined by those who experience it. Do you know how your customers experience your brand today? Do you know how they really feel? Do you know what they say when you re not around? In an always-on world where everyone is connected to information and also one another, customer experience is your brand. And, without defining experiences, brands become victim to whatever people feel and share. In his new book X: The Experience When Business Meets Design bestselling author Brian Solis shares why great products are no longer good enough to win with customers and why creative marketing and delightful customer service too are not enough to succeed. In X, he shares why the future of business is experiential and how to create and cultivate meaningful experiences. This isn’t your ordinary business book. The idea of a book was re-imagined for a digital meets analog world to be a relevant and sensational experience. Its aesthetic was meant to evoke emotion while also giving new perspective and insights to help you win the hearts and minds of your customers. And, the design of this book, along with what fills its pages, was done using the principles shared within. Brian shares more than the importance of experience. You’ll learn how to design a desired, meaningful and uniform experience in every moment of truth in a fun way including: How our own experience gets in the way of designing for people not like us Why empathy and new perspective unlock creativity and innovation The importance of User Experience (UX) in real life and in executive thinking The humanity of Human-Centered Design in all you do The art of Hollywood storytelling from marketing to product design to packaging Apple’s holistic approach to experience architecture The value of different journey and experience mapping approaches The future of business lies in experience architecture and you are the architect. Business, meet design. X |
| digital customer experience management: Hospitality Management and Digital Transformation Richard Busulwa, Nina Evans, Aaron Oh, Moon Kang, 2020-12-28 Hospitality managers are at a critical inflection point. Digital technology advancements are ramping up guest expectations and introducing nontraditional competitors that are beginning to disrupt the whole industry. The hospitality managers whose organizations are to thrive need to get their organizations into a position where they can effectively leverage digital technologies to simultaneously deliver breakthroughs in efficiency, agility, and guest experience. Hospitality Management and Digital Transformation is a much-needed guidebook to digital disruption and transformation for current and prospective hospitality and leisure managers. The book: • Explains digital technology advancements, how they cause disruption, and the implications of this disruption for hospitality and leisure organizations. • Explains the digital business and digital transformation imperative for hospitality and leisure organizations. • Discusses the different digital capabilities required to effectively compete as a digital business. • Discusses the new and/or enhanced roles hospitality and leisure managers need to play in effecting the different digital capabilities, as well as the competencies required to play these roles. • Discusses how hospitality and leisure managers can keep up with digital technology advancements. • Unpacks more than 36 key digital technology advancements, discussing what they are, how they work, and how they can be implemented across the hospitality and leisure industry. This book will be useful for advanced undergraduate and postgraduate students studying strategic management, IT, information systems, or digital business–related courses as part of degrees in hospitality and leisure management; as well as practitioners studying for professional qualifications. |
| digital customer experience management: Outside in Harley Manning, Kerry Bodine, 2012 For readers of Delivering Happiness and The New Gold Standard--a revolutionary approach to understanding and mastering the customer experience from Forrester Research. |
| digital customer experience management: Customer Relationship Management Strategies in the Digital Era Nas?r, Süphan, 2015-03-31 In today’s global economy, social media and technological advances have changed the way businesses interact with their clientele. With new forms of communication and IT practices, companies seek innovative practices for maintaining their consumer loyalty. Customer Relationship Management Strategies in the Digital Era blends the literature from the fields of marketing and information technology in an effort to examine the effect that technological advances have on the interaction between companies and their customers Through chapters and case studies, this publication discusses the importance of achieving competitive advantage through implementing relationship marketing practices and becoming consumer-centric. This publication is an essential reference source for researchers, professionals, managers, and upper level students interested in understanding customer loyalty in a technology-focused society. |
| digital customer experience management: The Experience Economy B. Joseph Pine, James H. Gilmore, 1999 This text seeks to raise the curtain on competitive pricing strategies and asserts that businesses often miss their best opportunity for providing consumers with what they want - an experience. It presents a strategy for companies to script and stage the experiences provided by their products. |
| digital customer experience management: Digital Customer Service Rick DeLisi, Dan Michaeli, 2021-08-31 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. |
| digital customer experience management: Digital Innovations for Customer Engagement, Management, and Organizational Improvement Sandhu, Kamaljeet, 2020-06-12 Over the past several years, digital technologies have reestablished the ways in which corporations operate. On one hand, technology has allowed companies to build a stronger knowledge of its customer base, contributing to better consumer engagement strategies. On the other hand, these technologies have also integrated into the management and daily operations of companies, resulting in increased performance and organizational improvement. Remaining up to date with the implementation of these cutting-edge technologies is key to a company’s continued success. Digital Innovations for Customer Engagement, Management, and Organizational Improvement is an essential reference source that discusses and strategizes the latest technologies and innovations and their integration, implementation, and use in businesses, as well as lifelong learning strategies in a digital environment. Featuring research on topics such as consumer engagement, e-commerce, and learning management systems, this book is ideally designed for managers, business executives, marketers, consumer analysts, IT consultants, industry professionals, academicians, researchers, and students. |
| digital customer experience management: The Offer You Can't Refuse Steven Van Belleghem, 2020-09-08 What if customers expect more than just a good product, excellent service and perfectly performing digital interfaces? And what if new technologies like 5G, artificial intelligence, quantum computing and robotics offer possibilities that go beyond mere ease of use? Digital ease of use is the new minimum. It has become a commodity. The customer now regards it as the most normal thing in the world to have access to limitless products and services with just a single click of a mouse. In the years ahead, companies will need to play an active role in the 'life journey' of customers: helping to make their dreams come true and removing problems from their daily lives. In addition, customers are looking increasingly to companies instead of governments to tackle societal challenges like climate change, health care and mobility. If your company succeeds in providing outstanding digital service, becomes a partner in the life of your customers and provides solutions for major societal issues, you will develop 'an offer you can't refuse'. |
| digital customer experience management: Contemporary Issues in Digital Marketing Outi Niininen, 2021-11-29 This book presents a comprehensive overview of the key topics, best practices, future opportunities and challenges in the Digital Marketing discourse. With contributions from world-renowned experts, the book covers: Big Data, Artificial Intelligence and Analytics in Digital Marketing Emerging technologies and how they can enhance User Experience How ‘digital’ is changing servicescapes Issues surrounding ethics and privacy Current and future issues surrounding Social Media Key considerations for the future of Digital Marketing Case studies and examples from real-life organisations Unique in its rigorous, research-driven and accessible approach to the subject of Digital Marketing, this text is valuable supplementary reading for advanced undergraduate and postgraduate students studying Digital and Social Media Marketing, Customer Experience Management, Digital Analytics and Digital Transformation. |
| digital customer experience management: Measuring Customer Experience Philipp Klaus, 2014-11-19 Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management. |
| digital customer experience management: Trends, Challenges, and Practices in Contemporary Strategic Management M?zrak, Filiz, 2024-01-10 Modern business dynamics are an intricate and strategic landscape that underpins organizational triumphs despite today’s turbulent market. Those fervently exploring the symbiosis of theory and reality within the strategic realm of contemporary strategic management require a solid understanding of the concept, and they can now enhance this journey with Trends, Challenges, and Practices in Contemporary Strategic Management. This seminal work unfurls a tapestry of erudition, guiding its readers through the corridors of contemporary strategic management. Targeting a diverse readership encompassing academicians, researchers, students, and industry leaders, the book’s scope is as expansive as its subject matter. For scholars and researchers, its pages unfold a treasure trove of contemporary strategic management theories, their evolution, and cutting-edge practices. Practitioners entrusted with steering strategic compasses will glean a pragmatic arsenal of insights and best practices, their leadership acumen fortified to navigate the most tempestuous waters of organizational strategy. Covering from disruptive innovation and strategic leadership in a digital epoch to sustainability, global strategy, and the pivotal role of artificial intelligence in shaping strategies, this book mirrors the ever-evolving cadence of contemporary strategic management. |
| digital customer experience management: Digital Business Leadership Ralf T. Kreutzer, Tim Neugebauer, Annette Pattloch, 2018-04-27 This book provides specialists and executives with a clear, yet practical set of recommendations to meet the challenges of digital transformation and ensure long-term success as a leader in a primarily digital business world. The authors describe the fundamental principles of digitization and its economic opportunities and risks, integrating them into a framework of classic and new management methods. The book also explores how increasing digitization – not only of communication, but of complete value chains – has led to a need to establish a digital business leadership. Digitization is changing people and markets: it causes the upheaval of entire industries, creates new digital-centric companies, and forces established companies to cope with the transformation activities associated with these digitization processes. New approaches and methods have to be learned, tried and tested patterns of thinking have to be explored, and last but not least, innovation activities have to be understood as continuous necessities. At the same time, digital business offers considerable opportunities for renewing competitive advantages, improving existing process structures and realigning products, services and business models. |
| digital customer experience management: Leading the Customer Experience Brad Cleveland, 2021-05-03 DISTINGUISHED FAVORITE: NYC Big Book Award 2021 - Marketing & PR Many organizations and leaders struggle to respond effectively to fast-evolving customer expectations driven by innovations in products, services and technologies such as AI and mobile. Failing to build the necessary strategy, culture and processes, they suffer from high costs, dissatisfied customers and brand damage. The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way. Leading the Customer Experience is easy to understand and imminently practical. It is based on the author's extensive experience both as a founding partner of one of the world's most influential customer management organizations, and his work with B2B and B2C organizations in the private and public sectors. The author's down-to-earth explanations cut through jargon and clutter, while stories and examples bring important principles to life. Leading the Customer Experience is relatable to anyone leading, managing or aspiring to better understand customer experience. |
| digital customer experience management: The Complete E-Commerce Book Janice Reynolds, 2004-03-30 The Complete E-Commerce Book offers a wealth of information on how to design, build and maintain a successful web-based business.... Many of the chapters are filled with advice and information on how to incorporate current e-business principles o |
| digital customer experience management: Smart Customers, Stupid Companies Michael Hinshaw, Bruce Kasanoff, 2012 |
| digital customer experience management: Digital Guest Experience Björn Radde, 2017-04-06 The experience of staying at a hotel will continue to radically change in the coming years. The guest is welcomed by robots and bypasses the traditional check-in with their smartphone. Augmented reality and beacons accompany him through the hotel, any missing utensils in room will be produced with a 3D printer. Nanotechnologies and biometric methods will be introduced into the hotel industry, as well as chatbots and holograms. Digital Guest Experience tools are an investment area within the digital value chain that should be reviewed and implemented by the hotel industry. Björn Radde explains how the guest journey has changed and describes the most important digital guest experience instruments for optimizing the hotel's engagement, as well as its impact on guest satisfaction and revenue. |
| digital customer experience management: Capturing, Analyzing, and Managing Word-of-Mouth in the Digital Marketplace Rathore, Sumangla, 2015-08-28 With the growth of information technology—and the Internet in particular—many new communication channels and platforms have emerged. These platforms are focused on being not only user friendly, but also highly interactive, providing many unique ways to create and distribute content. Capturing, Analyzing, and Managing Word-of-Mouth in the Digital Marketplace explores the way these new channels and platforms affect our everyday interactions, particularly as they relate to meaning, growth, and recent trends, practices, issues, and challenges surrounding the world of modern marketing. Featuring a special emphasis on social media, blogging, viral marketing, and other forms of e-communication, this timely reference source is essential for students, researchers, academics, and marketing practitioners. |
| digital customer experience management: Toolbox Digital Business Ralf T. Kreutzer, 2022-05-13 This book provides important guidelines for the digital transformation process and shows how established companies in particular can use digitization for their strategic further development. It highlights developments in IT and data management, supported by AI, and analyzes how marketing, sales, HR, the corporate organization and controlling must be transformed in the digital age in order to take advantage of these new opportunities as early and comprehensively as possible. The tools offered in this book will support companies in actively shaping the change. |
What Is Digital Transformation? - IBM
Digital transformation is a business strategy initiative that incorporates digital technology across all areas of an organization. It evaluates and modernizes an organization’s processes, …
What is Digital Identity? - IBM
Feb 20, 2025 · A human digital identity might include information such as age, driver’s license, Social Security number or biometric data such as fingerprints and facial recognition scans. …
The Ratings Thread (Part 76) — Digital Spy
Dec 31, 2024 · digital spy, part of the hearst uk entertainment network ©2024 Hearst UK is the trading name of the National Magazine Company Ltd, 30 Panton Street, Leicester Square, …
What is a Digital Worker? - IBM
Ocash is a digital cash application specialist, the latest recruit for the finance and accounting function. It’s often helpful to consider and position your digital workers in the roles that they …
Digital Transformation Examples, Applications & Use Cases - IBM
Jan 29, 2024 · The main goal of a digital transformation is to use new digital technologies throughout all aspects of a business and improve business processes. By using AI, …
Soaps — Digital Spy
6 days ago · digital spy, part of the hearst uk entertainment network ©2024 Hearst UK is the trading name of the National Magazine Company Ltd, 30 Panton Street, Leicester Square, …
What Is Digital Experience? - IBM
With an ever-expanding number of digital touchpoints, digital experience management has become a complex task, but one that can help engage new users, differentiate organizations …
What is digital forensics? - IBM
Feb 16, 2024 · Digital forensics has broad applications because it treats digital evidence like any other form of evidence. Just as officials use specific processes to gather physical evidence …
What is the Digital Operational Resilience Act (DORA)? - IBM
Apr 13, 2023 · The Digital Operational Resilience Act, or DORA, is a European Union (EU) regulation that creates a binding, comprehensive information and communication technology …
Apa itu Pemasaran Digital? - IBM
Evolusi pemasaran digital terjalin erat dengan perkembangan internet dan teknologi online. Ketika pemasaran tradisional sangat bergantung pada tenaga penjualan perorangan, praktik …
What Is Digital Transformation? - IBM
Digital transformation is a business strategy initiative that incorporates digital technology across all areas of an organization. It evaluates and modernizes an organization’s processes, …
What is Digital Identity? - IBM
Feb 20, 2025 · A human digital identity might include information such as age, driver’s license, Social Security number or biometric data such as fingerprints and facial recognition scans. …
The Ratings Thread (Part 76) — Digital Spy
Dec 31, 2024 · digital spy, part of the hearst uk entertainment network ©2024 Hearst UK is the trading name of the National Magazine Company Ltd, 30 Panton Street, Leicester Square, …
What is a Digital Worker? - IBM
Ocash is a digital cash application specialist, the latest recruit for the finance and accounting function. It’s often helpful to consider and position your digital workers in the roles that they …
Digital Transformation Examples, Applications & Use Cases - IBM
Jan 29, 2024 · The main goal of a digital transformation is to use new digital technologies throughout all aspects of a business and improve business processes. By using AI, …
Soaps — Digital Spy
6 days ago · digital spy, part of the hearst uk entertainment network ©2024 Hearst UK is the trading name of the National Magazine Company Ltd, 30 Panton Street, Leicester Square, …
What Is Digital Experience? - IBM
With an ever-expanding number of digital touchpoints, digital experience management has become a complex task, but one that can help engage new users, differentiate organizations …
What is digital forensics? - IBM
Feb 16, 2024 · Digital forensics has broad applications because it treats digital evidence like any other form of evidence. Just as officials use specific processes to gather physical evidence …
What is the Digital Operational Resilience Act (DORA)? - IBM
Apr 13, 2023 · The Digital Operational Resilience Act, or DORA, is a European Union (EU) regulation that creates a binding, comprehensive information and communication technology …
Apa itu Pemasaran Digital? - IBM
Evolusi pemasaran digital terjalin erat dengan perkembangan internet dan teknologi online. Ketika pemasaran tradisional sangat bergantung pada tenaga penjualan perorangan, praktik …
