Digital Customer Experience Engineering

Strategies for Creating Effective Digital Experiences

Authors: Wiedenhoefer, Lars

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  • Covers how you can optimize the structure of the traditional digital engineering feedback loop
  • Includes how to create a digital representation of customer journey success
  • Shows how you can align your engineering and business goals
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eBook 26,99 €
price for Spain (gross)
  • ISBN 978-1-4842-7243-5
  • Digitally watermarked, DRM-free
  • Included format: EPUB, PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover 36,39 €
price for Spain (gross)
  • ISBN 978-1-4842-7242-8
  • Free shipping for individuals worldwide
  • Institutional customers should get in touch with their account manager
  • Covid-19 shipping restrictions
  • Usually ready to be dispatched within 3 to 5 business days, if in stock
  • The final prices may differ from the prices shown due to specifics of VAT rules
About this book

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. 

About the authors

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. 

Table of contents (9 chapters)

Table of contents (9 chapters)

Buy this book

eBook 26,99 €
price for Spain (gross)
  • ISBN 978-1-4842-7243-5
  • Digitally watermarked, DRM-free
  • Included format: EPUB, PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover 36,39 €
price for Spain (gross)
  • ISBN 978-1-4842-7242-8
  • Free shipping for individuals worldwide
  • Institutional customers should get in touch with their account manager
  • Covid-19 shipping restrictions
  • Usually ready to be dispatched within 3 to 5 business days, if in stock
  • The final prices may differ from the prices shown due to specifics of VAT rules
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Bibliographic Information

Bibliographic Information
Book Title
Digital Customer Experience Engineering
Book Subtitle
Strategies for Creating Effective Digital Experiences
Authors
Copyright
2021
Publisher
Apress
Copyright Holder
Lars Wiedenhoefer
eBook ISBN
978-1-4842-7243-5
DOI
10.1007/978-1-4842-7243-5
Softcover ISBN
978-1-4842-7242-8
Edition Number
1
Number of Pages
XIII, 137
Number of Illustrations
62 b/w illustrations, 5 illustrations in colour
Topics