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010   $a9781484272435
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024 7 $a10.1007/978-1-4842-7243-5
035   $a(CKB)4100000011996813
035   $a(DE-He213)978-1-4842-7243-5
035   $a(MiAaPQ)EBC6699186
035   $a(Au-PeEL)EBL6699186
035   $a(CaSebORM)9781484272435
035   $a(PPN)257357432
035   $a(Perlego)4513663
035   $a(EXLCZ)994100000011996813
100   $a20210811d2021      u|         0
101 0 $aeng
135   $aurnn|008mamaa
181   $ctxt$2rdacontent
182   $cc$2rdamedia
183   $acr$2rdacarrier
200 10$aDigital Customer Experience Engineering $eStrategies for Creating Effective Digital Experiences /$fby Lars Wiedenhoefer
205   $a1st ed. 2021.
210  1$aBerkeley, CA :$cApress :$cImprint: Apress,$d2021.
215   $a1 online resource (XIII, 137 p. 67 illus., 5 illus. in color.) 
300   $aIncludes index.
311 08$a9781484272428 
311 08$a1484272420 
327   $aChapter 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.
330   $aCustomer 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.
606   $aUser interfaces (Computer systems)
606   $aHuman-computer interaction
606   $aCustomer relations$xManagement
606   $aSoftware engineering
606   $aTechnological innovations
606   $aProduction management
606   $aBusiness information services
606   $aUser Interfaces and Human Computer Interaction
606   $aCustomer Relationship Management
606   $aSoftware Engineering
606   $aInnovation and Technology Management
606   $aOperations Management
606   $aIT in Business
615  0$aUser interfaces (Computer systems).
615  0$aHuman-computer interaction.
615  0$aCustomer relations$xManagement.
615  0$aSoftware engineering.
615  0$aTechnological innovations.
615  0$aProduction management.
615  0$aBusiness information services.
615 14$aUser Interfaces and Human Computer Interaction.
615 24$aCustomer Relationship Management.
615 24$aSoftware Engineering.
615 24$aInnovation and Technology Management.
615 24$aOperations Management.
615 24$aIT in Business.
676   $a658.8120285574
700   $aWiedenhoefer$b Lars$0967362
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910494563703321
996   $aDigital Customer Experience Engineering$92196224
997   $aUNINA