Digital Customer Experience Engineering
Apress (Verlag)
978-1-4842-7242-8 (ISBN)
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.
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.
Chapter 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.
| Erscheinungsdatum | 23.08.2021 |
|---|---|
| Zusatzinfo | 5 Illustrations, color; 62 Illustrations, black and white; XIII, 137 p. 67 illus., 5 illus. in color. |
| Verlagsort | Berkley |
| Sprache | englisch |
| Maße | 155 x 235 mm |
| Themenwelt | Mathematik / Informatik ► Informatik ► Betriebssysteme / Server |
| Informatik ► Software Entwicklung ► User Interfaces (HCI) | |
| Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb | |
| Schlagworte | Customer • Engineering • Experience • Feedback • Feedback Loop • Friction • insight • observability • Product • UX • Voice of Customer |
| ISBN-10 | 1-4842-7242-0 / 1484272420 |
| ISBN-13 | 978-1-4842-7242-8 / 9781484272428 |
| Zustand | Neuware |
| Haben Sie eine Frage zum Produkt? |
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