Digital Customer Experience Engineering by Lars Wiedenhoefer
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Digital Customer Experience Engineering

Digital Customer Experience Engineering


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About the Book

Introduction Chapter 1: The importance of acting today - getting digital experiences right is not optionalThe business drivers Top three challenges to overcome
Chapter 2: Opportunities to optimize the structure of the traditional digital engineering feedback loop Insights into the traditional digital software engineering feedback loop A framework of opportunities making the feedback loop more efficient
Chapter 3: Digital customer experience engineering The definition - a discipline envisioned Form, Function and Communication Digital customer experience engineering CI/CD pipeline touchpoints
Chapter 4: The goals and guiding principles Combining engineering and business goals What this is - in less than six words Guiding principles
Chapter 5: Interactions with adjacent functions The agile product manager and product owner UX team CX team DevOps and QA Support team Site Reliability Engineering (SRE) Customer success team Voice of Customer (VoC) Program Sales and Marketing
Chapter 6: The how-to guide - a collection of essential techniques Typical activities and responsibilities Identify and map to key user journeys and touchpoints Why are customers seeking help? Establish customer engagement tracking Establish customer retention tracking Create a digital representation of customer journey success Detect and remove customer friction Calibrate alerts - from noise to important customer impact signals Speed up RCA (root cause analysis) Seed your regression tests with customer journey interactions Speed up the analysis of customer feedback received via the support channel Implement the idea of success criteria Make the collected customer experience insights useful for your customersBuild the foundation for tracking customer experience engineering metrics
Chapter 7: Useful tools for observability and insights APM tools (measuring friction in the engineering stack and speeding up RCA) Tools providing journey path and engagement insights and analytics Tool for visualization of the customer experience Tools adding friction detection to visualization
Chapter 8: Key metrics for successful digital engineering and customer quality and observabilityCustomer experience centric metrics for engineering teams to consider A customer experience centric quality dashboard for executives
Chapter 9: How to get started today Table of Figures Bibliography
About the Author: Lars Wiedenhoefer is currently a customer experience engineering strategist and program manager at Baazaarvoice, having previously worked at companies such as PayPal and Dell.
Lars is an accomplished technology leader and strategist focused on customer experience improvements through leading process and technology changes in departments of software engineering, operations, customer success, and customer technical support. Results include improved software engineering capabilities, security, speed-to market, end-user experience, cost savings, and increased revenue. He has global, enterprise-level experience in various industries such as ecommerce, fintech, and healthcare tech. His technology experience includes artificial intelligence, client-server, mobile, and mainframe architectures, as well as embedded technologies for plant and manufacturing controls. His areas of emphasis are strength-based organizational growth and leadership development applied to his teams and the organization.


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Product Details
  • ISBN-13: 9781484272428
  • Publisher: Apress
  • Publisher Imprint: Apress
  • Height: 234 mm
  • No of Pages: 137
  • Spine Width: 8 mm
  • Weight: 272 gr
  • ISBN-10: 1484272420
  • Publisher Date: 01 Oct 2021
  • Binding: Paperback
  • Language: English
  • Returnable: Y
  • Sub Title: Strategies for Creating Effective Digital Experiences
  • Width: 156 mm


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