Digital Customer Experience Engineering: Strategies for Creating Effective Digital Experiences
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Berkeley, CA
Apress L. P.
2021
|
| Schlagworte: | |
| Online-Zugang: | HWR01 |
| Beschreibung: | 1 Online-Ressource (146 Seiten) |
| ISBN: | 9781484272435 |
Internformat
MARC
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| 245 | 1 | 0 | |a Digital Customer Experience Engineering |b Strategies for Creating Effective Digital Experiences |
| 264 | 1 | |a Berkeley, CA |b Apress L. P. |c 2021 | |
| 264 | 4 | |c ©2021 | |
| 300 | |a 1 Online-Ressource (146 Seiten) | ||
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| 505 | 8 | |a Intro -- Contents -- About the Author -- Acknowledgments -- Introduction -- Chapter 1: The Importance of Acting Today -- The Business Drivers -- Top Three Challenges to Overcome -- Chapter 2: Opportunities -- 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 -- Form, Function, and Communication -- Hypothesis -- Unifying Language -- Monitors -- Insights -- Road Map Alignment -- Digital Customer Experience Engineering CI/CD Pipeline Touchpoints -- Chapter 4: The Goals -- Combining Engineering and Business Goals -- What This Is - In Less Than Six Words -- Guiding Principles -- Digital Customer Experience Observability Is Tangible and Essential -- Observability Data Needs to Be Organized to Separate "Noise" from "Signal" -- Connecting Others to Insights Is Key -- Dedication to Constant Investigation Toward Friction Removal -- Chapter 5: Interactions -- Stakeholder Communication -- Essential Stakeholders -- 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 the Customer (VoC) Program -- Sales and Marketing -- Chapter 6: How-to Guide -- Typical Activities and Responsibilities -- Customer Experience Observability Program Governance -- Cross-Team Alignment and Communication -- Customer Experience Observability and Traceability Tools -- Customer-Focused Input into the CI/CD Pipeline -- Enabling Speeding Up the Analysis of Customer Feedback and Sentiment -- Increasing the Signal-to-Noise Ratio of Alerting Tools -- Support Engineering Escalation Analysis -- Identify and Map to Key User Journeys and Touchpoints -- Why Are Customers Seeking Help? | |
| 505 | 8 | |a 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) -- Make Customer Experience Friction Monitoring Easy with Dashboards -- Customer Experience Dashboard Example - FullStory -- Customer Experience Dashboard Example - LogRocket -- Customer Experience Dashboard Example - Quantum Metric -- Customer Experience Dashboard Example - Acoustic -- 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 -- Did the Release Meet the Business Goal? -- Is the Release Technically and Functionally Sound and Does It Contribute to Site Stability and Availability? -- Was the Desired User Engagement Achieved Within the Desired Timeframe? -- Did the Release Receive Positive User Feedback? -- Is the Release Void of Any Discernible User Experience Friction? -- Summary Regarding Success Criteria -- Customer Observability and Privacy Considerations -- Reflect the Customer Experience Insights to Your Customers -- Build the Foundation for Tracking Customer Experience Engineering Metrics -- Chapter 7: Key Metrics -- Top Six Customer Experience Metrics for Engineering Teams to Consider -- NPS -- CSAT -- CES -- Churn Rate -- Retention Rate -- CLV -- Other Customer Experience KPIs to Consider -- Apdex Score -- Error Rate -- Uptime -- Number of Site Incidents -- Number of Escalated Customer Experience Issues -- Number of Detected Customer Experience Issues -- Time to Resolution (TTR) and SLA Adherence -- Software Security-Related Metrics -- Number of Success Criteria Validated | |
| 505 | 8 | |a A Customer Experience-Centric Quality Dashboard -- Chapter 8: Useful Tools -- Tools Focusing on Product Analytics -- Tools Focusing on Customer Experience Visualization at the Session Level -- APM Tools for Measuring Friction in the Engineering Stack and Speeding Up RCA -- Chapter 9: How to Get Started -- Break It Down into Steps -- Organizational Needs -- Index | |
| 650 | 4 | |a Customer relations-Data processing | |
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| 776 | 0 | 8 | |i Erscheint auch als |n Druck-Ausgabe |a Wiedenhoefer, Lars |t Digital Customer Experience Engineering |d Berkeley, CA : Apress L. P.,c2021 |z 9781484272428 |
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Datensatz im Suchindex
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| contents | Intro -- Contents -- About the Author -- Acknowledgments -- Introduction -- Chapter 1: The Importance of Acting Today -- The Business Drivers -- Top Three Challenges to Overcome -- Chapter 2: Opportunities -- 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 -- Form, Function, and Communication -- Hypothesis -- Unifying Language -- Monitors -- Insights -- Road Map Alignment -- Digital Customer Experience Engineering CI/CD Pipeline Touchpoints -- Chapter 4: The Goals -- Combining Engineering and Business Goals -- What This Is - In Less Than Six Words -- Guiding Principles -- Digital Customer Experience Observability Is Tangible and Essential -- Observability Data Needs to Be Organized to Separate "Noise" from "Signal" -- Connecting Others to Insights Is Key -- Dedication to Constant Investigation Toward Friction Removal -- Chapter 5: Interactions -- Stakeholder Communication -- Essential Stakeholders -- 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 the Customer (VoC) Program -- Sales and Marketing -- Chapter 6: How-to Guide -- Typical Activities and Responsibilities -- Customer Experience Observability Program Governance -- Cross-Team Alignment and Communication -- Customer Experience Observability and Traceability Tools -- Customer-Focused Input into the CI/CD Pipeline -- Enabling Speeding Up the Analysis of Customer Feedback and Sentiment -- Increasing the Signal-to-Noise Ratio of Alerting Tools -- Support Engineering Escalation Analysis -- 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) -- Make Customer Experience Friction Monitoring Easy with Dashboards -- Customer Experience Dashboard Example - FullStory -- Customer Experience Dashboard Example - LogRocket -- Customer Experience Dashboard Example - Quantum Metric -- Customer Experience Dashboard Example - Acoustic -- 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 -- Did the Release Meet the Business Goal? -- Is the Release Technically and Functionally Sound and Does It Contribute to Site Stability and Availability? -- Was the Desired User Engagement Achieved Within the Desired Timeframe? -- Did the Release Receive Positive User Feedback? -- Is the Release Void of Any Discernible User Experience Friction? -- Summary Regarding Success Criteria -- Customer Observability and Privacy Considerations -- Reflect the Customer Experience Insights to Your Customers -- Build the Foundation for Tracking Customer Experience Engineering Metrics -- Chapter 7: Key Metrics -- Top Six Customer Experience Metrics for Engineering Teams to Consider -- NPS -- CSAT -- CES -- Churn Rate -- Retention Rate -- CLV -- Other Customer Experience KPIs to Consider -- Apdex Score -- Error Rate -- Uptime -- Number of Site Incidents -- Number of Escalated Customer Experience Issues -- Number of Detected Customer Experience Issues -- Time to Resolution (TTR) and SLA Adherence -- Software Security-Related Metrics -- Number of Success Criteria Validated A Customer Experience-Centric Quality Dashboard -- Chapter 8: Useful Tools -- Tools Focusing on Product Analytics -- Tools Focusing on Customer Experience Visualization at the Session Level -- APM Tools for Measuring Friction in the Engineering Stack and Speeding Up RCA -- Chapter 9: How to Get Started -- Break It Down into Steps -- Organizational Needs -- Index |
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| format | Electronic eBook |
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| id | DE-604.BV048523266 |
| illustrated | Not Illustrated |
| index_date | 2024-07-03T20:50:26Z |
| indexdate | 2024-07-10T09:40:30Z |
| institution | BVB |
| isbn | 9781484272435 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-033900114 |
| oclc_num | 1263985926 |
| open_access_boolean | |
| owner | DE-2070s |
| owner_facet | DE-2070s |
| physical | 1 Online-Ressource (146 Seiten) |
| psigel | ZDB-30-PQE ZDB-30-PQE HWR_PDA_PQE_Kauf |
| publishDate | 2021 |
| publishDateSearch | 2021 |
| publishDateSort | 2021 |
| publisher | Apress L. P. |
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| spelling | Wiedenhoefer, Lars Verfasser aut Digital Customer Experience Engineering Strategies for Creating Effective Digital Experiences Berkeley, CA Apress L. P. 2021 ©2021 1 Online-Ressource (146 Seiten) txt rdacontent c rdamedia cr rdacarrier Intro -- Contents -- About the Author -- Acknowledgments -- Introduction -- Chapter 1: The Importance of Acting Today -- The Business Drivers -- Top Three Challenges to Overcome -- Chapter 2: Opportunities -- 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 -- Form, Function, and Communication -- Hypothesis -- Unifying Language -- Monitors -- Insights -- Road Map Alignment -- Digital Customer Experience Engineering CI/CD Pipeline Touchpoints -- Chapter 4: The Goals -- Combining Engineering and Business Goals -- What This Is - In Less Than Six Words -- Guiding Principles -- Digital Customer Experience Observability Is Tangible and Essential -- Observability Data Needs to Be Organized to Separate "Noise" from "Signal" -- Connecting Others to Insights Is Key -- Dedication to Constant Investigation Toward Friction Removal -- Chapter 5: Interactions -- Stakeholder Communication -- Essential Stakeholders -- 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 the Customer (VoC) Program -- Sales and Marketing -- Chapter 6: How-to Guide -- Typical Activities and Responsibilities -- Customer Experience Observability Program Governance -- Cross-Team Alignment and Communication -- Customer Experience Observability and Traceability Tools -- Customer-Focused Input into the CI/CD Pipeline -- Enabling Speeding Up the Analysis of Customer Feedback and Sentiment -- Increasing the Signal-to-Noise Ratio of Alerting Tools -- Support Engineering Escalation Analysis -- 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) -- Make Customer Experience Friction Monitoring Easy with Dashboards -- Customer Experience Dashboard Example - FullStory -- Customer Experience Dashboard Example - LogRocket -- Customer Experience Dashboard Example - Quantum Metric -- Customer Experience Dashboard Example - Acoustic -- 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 -- Did the Release Meet the Business Goal? -- Is the Release Technically and Functionally Sound and Does It Contribute to Site Stability and Availability? -- Was the Desired User Engagement Achieved Within the Desired Timeframe? -- Did the Release Receive Positive User Feedback? -- Is the Release Void of Any Discernible User Experience Friction? -- Summary Regarding Success Criteria -- Customer Observability and Privacy Considerations -- Reflect the Customer Experience Insights to Your Customers -- Build the Foundation for Tracking Customer Experience Engineering Metrics -- Chapter 7: Key Metrics -- Top Six Customer Experience Metrics for Engineering Teams to Consider -- NPS -- CSAT -- CES -- Churn Rate -- Retention Rate -- CLV -- Other Customer Experience KPIs to Consider -- Apdex Score -- Error Rate -- Uptime -- Number of Site Incidents -- Number of Escalated Customer Experience Issues -- Number of Detected Customer Experience Issues -- Time to Resolution (TTR) and SLA Adherence -- Software Security-Related Metrics -- Number of Success Criteria Validated A Customer Experience-Centric Quality Dashboard -- Chapter 8: Useful Tools -- Tools Focusing on Product Analytics -- Tools Focusing on Customer Experience Visualization at the Session Level -- APM Tools for Measuring Friction in the Engineering Stack and Speeding Up RCA -- Chapter 9: How to Get Started -- Break It Down into Steps -- Organizational Needs -- Index Customer relations-Data processing Electronic books Erscheint auch als Druck-Ausgabe Wiedenhoefer, Lars Digital Customer Experience Engineering Berkeley, CA : Apress L. P.,c2021 9781484272428 |
| spellingShingle | Wiedenhoefer, Lars Digital Customer Experience Engineering Strategies for Creating Effective Digital Experiences Intro -- Contents -- About the Author -- Acknowledgments -- Introduction -- Chapter 1: The Importance of Acting Today -- The Business Drivers -- Top Three Challenges to Overcome -- Chapter 2: Opportunities -- 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 -- Form, Function, and Communication -- Hypothesis -- Unifying Language -- Monitors -- Insights -- Road Map Alignment -- Digital Customer Experience Engineering CI/CD Pipeline Touchpoints -- Chapter 4: The Goals -- Combining Engineering and Business Goals -- What This Is - In Less Than Six Words -- Guiding Principles -- Digital Customer Experience Observability Is Tangible and Essential -- Observability Data Needs to Be Organized to Separate "Noise" from "Signal" -- Connecting Others to Insights Is Key -- Dedication to Constant Investigation Toward Friction Removal -- Chapter 5: Interactions -- Stakeholder Communication -- Essential Stakeholders -- 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 the Customer (VoC) Program -- Sales and Marketing -- Chapter 6: How-to Guide -- Typical Activities and Responsibilities -- Customer Experience Observability Program Governance -- Cross-Team Alignment and Communication -- Customer Experience Observability and Traceability Tools -- Customer-Focused Input into the CI/CD Pipeline -- Enabling Speeding Up the Analysis of Customer Feedback and Sentiment -- Increasing the Signal-to-Noise Ratio of Alerting Tools -- Support Engineering Escalation Analysis -- 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) -- Make Customer Experience Friction Monitoring Easy with Dashboards -- Customer Experience Dashboard Example - FullStory -- Customer Experience Dashboard Example - LogRocket -- Customer Experience Dashboard Example - Quantum Metric -- Customer Experience Dashboard Example - Acoustic -- 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 -- Did the Release Meet the Business Goal? -- Is the Release Technically and Functionally Sound and Does It Contribute to Site Stability and Availability? -- Was the Desired User Engagement Achieved Within the Desired Timeframe? -- Did the Release Receive Positive User Feedback? -- Is the Release Void of Any Discernible User Experience Friction? -- Summary Regarding Success Criteria -- Customer Observability and Privacy Considerations -- Reflect the Customer Experience Insights to Your Customers -- Build the Foundation for Tracking Customer Experience Engineering Metrics -- Chapter 7: Key Metrics -- Top Six Customer Experience Metrics for Engineering Teams to Consider -- NPS -- CSAT -- CES -- Churn Rate -- Retention Rate -- CLV -- Other Customer Experience KPIs to Consider -- Apdex Score -- Error Rate -- Uptime -- Number of Site Incidents -- Number of Escalated Customer Experience Issues -- Number of Detected Customer Experience Issues -- Time to Resolution (TTR) and SLA Adherence -- Software Security-Related Metrics -- Number of Success Criteria Validated A Customer Experience-Centric Quality Dashboard -- Chapter 8: Useful Tools -- Tools Focusing on Product Analytics -- Tools Focusing on Customer Experience Visualization at the Session Level -- APM Tools for Measuring Friction in the Engineering Stack and Speeding Up RCA -- Chapter 9: How to Get Started -- Break It Down into Steps -- Organizational Needs -- Index Customer relations-Data processing |
| title | Digital Customer Experience Engineering Strategies for Creating Effective Digital Experiences |
| title_auth | Digital Customer Experience Engineering Strategies for Creating Effective Digital Experiences |
| title_exact_search | Digital Customer Experience Engineering Strategies for Creating Effective Digital Experiences |
| title_exact_search_txtP | Digital Customer Experience Engineering Strategies for Creating Effective Digital Experiences |
| title_full | Digital Customer Experience Engineering Strategies for Creating Effective Digital Experiences |
| title_fullStr | Digital Customer Experience Engineering Strategies for Creating Effective Digital Experiences |
| title_full_unstemmed | Digital Customer Experience Engineering Strategies for Creating Effective Digital Experiences |
| title_short | Digital Customer Experience Engineering |
| title_sort | digital customer experience engineering strategies for creating effective digital experiences |
| title_sub | Strategies for Creating Effective Digital Experiences |
| topic | Customer relations-Data processing |
| topic_facet | Customer relations-Data processing |
| work_keys_str_mv | AT wiedenhoeferlars digitalcustomerexperienceengineeringstrategiesforcreatingeffectivedigitalexperiences |