MARC details
| 000 -LEADER |
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| fixed length control field |
01993nam a22002297a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
240109b2022 |||||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9781484283646 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
658.812 WIE-L |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Wiedenhoefer, Lars |
| 245 ## - TITLE STATEMENT |
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| Title |
Digital customer experience engineering : |
| Remainder of title |
strategies for creating effective digital experience / |
| Statement of responsibility, etc. |
Lars Wiedenhoefer |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc. |
New York |
| Name of publisher, distributor, etc. |
Springer Science Business Media |
| Date of publication, distribution, etc. |
2022 |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
137p. |
| 500 ## - GENERAL NOTE |
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| General note |
Customer experience engineering applied to the engineering department is rare but needed. Most companies separate support, UX, engineering, product, and CX. To address this gap, this book highlights roles and techniques proven to accelerate issue detection and prevention by 30% or more. With the author's vast experience in tech support, he has developed strategies and skills that allow engineers to gain customer insights faster and through new and insightful sources 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 problems 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 precious and teachable, and this book will show you the path forward. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Customer relations--Management |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Customer relations |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Management science |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Production management |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Software engineering |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
User interfaces (Computer systems) |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Business--Data processing |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Business |
| 952 ## - LOCATION AND ITEM INFORMATION (KOHA) |
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| Withdrawn status |
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