Digital Customer Experience Engineering
Language: English
Published by Apress, Apress Aug 2021, 2021
- Softcover
- New
Seller: buchversandmimpf2000, Emtmannsberg, BAYE, Germanybuchversandmimpf2000
AbeBooks seller since January 23, 2017
Condition: New
£ 55.97
Quantity: 1 available
Add to basketItem description from seller
This item is printed on demand - Print on Demand Titel. Neuware -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.Springer-Verlag GmbH, Tiergartenstr. 17, 69121 Heidelberg 152 pp. Englisch.…
Seller Inventory # 9781484272428
- Title
- Digital Customer Experience Engineering
- Author
- Lars Wiedenhoefer
- Publisher
- Apress, Apress Aug 2021
- Publication year
- 2021
- Condition
- Neu
- Binding
- Taschenbuch
- Language
- English
- ISBN 10
- 1484272420
- ISBN 13
- 9781484272428
- Item weight
- 242 grams
- Dimensions
- 235x155x9 mm
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.
- 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
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About the Author
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buchversandmimpf2000
Emtmannsberg, BAYE, Germany
AbeBooks seller since January 23, 2017
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