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Bücher Englische Bücher Wissen & Bildung Naturwissenschaft, Medizin, Informatik, Technik Informatik & EDV Betriebssysteme & Benutzeroberflächen Digital Customer Experience Engineering
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Beschreibung
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. 64,19 €
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Technische Daten
Erscheinungsdatum
13.08.2021
Sprache
Englisch
EAN
9781484272428
Herausgeber
APRESS
Sonderedition
Nein
Autor
Lars Wiedenhoefer
Seitenanzahl
137
Einbandart
Broschiert
Buch Untertitel
Strategies for Creating Effective Digital Experiences
Autorenporträt
Lars Wiedenhoefer is currently a customer experience engineering strategist and program manager at Baazaarvoice, having previously worked at companies such as PayPal and Dell.
Schlagwörter
Customer, Experience, Product, Engineering, Friction, Feedback, Insight, Observability, Feedback loop, Voice of Customer, UX
Thema-Inhalt
UYZ - Mensch-Computer-Interaktion
KJSU - Kundendienst
UMZ - Software Engineering
KJD - Management: Innovation
KJMV - Management spezifischer Bereiche
KJQ - Wirtschaftsmathematik und -informatik, IT-Management
UF - Unternehmensanwendungen
Höhe
235 mm
Breite
15.5 cm
Transparenz & Sicherheit
Hersteller: Apress, Europaplatz 3, Heidelberg, Deutschland, 69115, ProductSafety@springernature.com, Springer Nature Customer Service Center GmbH
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