Digital Customer Experience Engineering Strategies for Creating Effective Digital Experiences
Digital Customer Experience Engineering Strategies for Creating Effective Digital Experiences by Lars Wiedenhoefer, published by Apress on August 13, 2021, is a 137-page exploration of the intersection between customer experience and engineering. This book addresses the common separation of support, UX, engineering, product, and customer experience functions within organizations, highlighting the need for a more integrated approach. Wiedenhoefer draws on his extensive experience in tech support to present techniques that can significantly enhance issue detection and prevention, aiming to improve the overall customer experience.
Readers will find practical insights into optimizing the engineering feedback loop and understanding the financial implications of customer friction. The book emphasizes the importance of cross-functional collaboration among product, engineering, and site reliability engineering teams to proactively address customer issues. By implementing the strategies outlined, professionals involved in digital software engineering, whether as engineers, product owners, or UX designers, can develop valuable skills to enhance customer-centric key performance indicators and improve the efficiency of their processes.
Official synopsis Publisher
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.
Publisher
Topics
FAQ
What is “Digital Customer Experience Engineering Strategies for Creating Effective Digital Experiences” about?
Who is the author of “Digital Customer Experience Engineering Strategies for Creating Effective Digital Experiences”?
When was “Digital Customer Experience Engineering Strategies for Creating Effective Digital Experiences” published?
What is the ISBN for “Digital Customer Experience Engineering Strategies for Creating Effective Digital Experiences”?
What are the book details (language, pages, edition)?
