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Books > Business & Economics > Business & management > Sales & marketing > Customer services
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Digital Customer Experience Engineering - Strategies for Creating Effective Digital Experiences (Paperback, 1st ed.)
Loot Price: R1,193
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Digital Customer Experience Engineering - Strategies for Creating Effective Digital Experiences (Paperback, 1st ed.)
Expected to ship within 10 - 15 working days
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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.
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