Digital Customer Experience Engineering: Strategies for Creating Effective Digital Experiences

ISBN-13: 9781484272428 / Angielski / Miękka / 2021 / 137 str.

Lars Wiedenhoefer

Spis treści

Introduction

Chapter 1: The importance of acting today – getting digital experiences right is not optional

The business drivers

Top three challenges to overcome

Chapter 2: Opportunities to optimize the structure of the traditional digital engineering feedback loop

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 – a discipline envisioned

Form, Function and Communication

Digital customer experience engineering CI/CD pipeline touchpoints

Chapter 4: The goals and guiding principles

Combining engineering and business goals

What this is – in less than six words

Guiding principles

Chapter 5: Interactions with adjacent functions

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 Customer (VoC) Program

Sales and Marketing

Chapter 6: The how-to guide – a collection of essential techniques

Typical activities and responsibilities

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)

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

Make the collected customer experience insights useful for your customers

Build the foundation for tracking customer experience engineering metrics

Chapter 7: Useful tools for observability and insights

APM tools (measuring friction in the engineering stack and speeding up RCA)

Tools providing journey path and engagement insights and analytics

Tool for visualization of the customer experience

Tools adding friction detection to visualization

Chapter 8: Key metrics for successful digital engineering and customer quality and observability

Customer experience centric metrics for engineering teams to consider

A customer experience centric quality dashboard for executives

Chapter 9: How to get started today

Table of Figures

Bibliography

O autorze

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. 

Blurb

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.