Digital Customer Experience Engineering: Strategies for Creating Effective Digital Experiences
暫譯: 數位客戶體驗工程：創造有效數位體驗的策略
Wiedenhoefer, Lars
- 出版商: Apress
- 出版日期: 2021-08-13
- 售價: $2,370
- 貴賓價: 9.5 折 $2,252
- 語言: 英文
- 頁數: 137
- 裝訂: Quality Paper - also called trade paper
- ISBN: 1484272420
- ISBN-13: 9781484272428
海外代購書籍(需單獨結帳)
商品描述
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
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.
商品描述(中文翻譯)
客戶體驗工程應用於工程部門是罕見但必要的。大多數公司將支持、用戶體驗（UX）、工程、產品和客戶體驗（CX）分開。為了填補這一空白，本書強調了能夠加速問題檢測和預防30%或更多的角色和技術。
憑藉作者在技術支持方面的豐富經驗，他開發了技術和技能，使工程師能夠更快地獲得客戶洞察，並通過新的和有見地的來源來獲取這些洞察，這些來源在他們的掌握之中。您將深入了解問題的影響；理解並優化工程反饋循環的速度（問題解決時間）；並發展計算問題或客戶摩擦對業務成本的能力（總體和逐案分析）。
組織可以通過與產品、工程和網站可靠性工程（SRE）功能的合作，主動解決客戶摩擦，節省大量資金並增加額外收入，並將問題解決的平均時間減少80%。
您將從這種主動立場中學到的跨功能領導、指導和工程技術是非常有價值且可教的，本書將為您指明前進的道路。
您將學到的內容：
- 獲得在生產中驗證客戶旅程成功所需的技術和工具
- 為高層儀表板上的以客戶為中心的關鍵績效指標（KPI）做出貢獻
- 創建有意義的洞察和數據點，使反饋循環得以優化和高效
本書適合誰：
參與數位軟體工程價值流的專業人士，無論是直接還是間接為客戶體驗服務。您可能是一名實踐DevOps或網站可靠性的工程師，或者您可能是一名產品負責人、UX設計師或研究人員。您可能在支持部門工作，並尋求與您的工程團隊互動的新方法。
作者簡介
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.
作者簡介(中文翻譯)
拉斯·維登霍費爾（Lars Wiedenhoefer）目前是 Baazaarvoice 的客戶體驗工程策略師和計畫經理，之前曾在 PayPal 和 Dell 等公司工作。拉斯是一位成功的技術領導者和策略師，專注於通過引領軟體工程、運營、客戶成功和客戶技術支援部門的流程和技術變革來改善客戶體驗。其成果包括提升軟體工程能力、安全性、市場速度、最終用戶體驗、成本節省和收入增長。他在電子商務、金融科技和醫療科技等各個行業擁有全球企業級的經驗。他的技術經驗涵蓋人工智慧、客戶端-伺服器、行動和大型主機架構，以及用於工廠和製造控制的嵌入式技術。他的重點領域是基於優勢的組織成長和領導力發展，應用於他的團隊和組織。
