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.

“This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It’s more than refreshing to read the multiple case studies and well thought out approach and to hear the experienced voices of these authors. You’ve spent way too much time reading this endorsement. Read the book instead. It’s so worth it.” —Paul Greenberg, author of CRM at the Speed of Light “To differentiate yourself and delight your customers, you must manage your customers’ experience with your goods or services, and your company. This invaluable book will show you why you must do this, and how to do it well.” —Henry Chesbrough, author of Open Innovation and Professor at the Haas School of Business, University of California Berkeley “Technology advances are raising the human expectation of what an experience with a company can and should be. Finally, a book has been written that combines behavioral psychological, micro-economic, and technological considerations defining the customer experience edge.” —Paul D’Alessandro, Partner, PricewaterhouseCoopers “As we move from Customer Experience 1.0 to Customer Experience 2.0, organizations and practitioners need a solid blueprint for success. Reza, Vinay, and Volker have created a clear and concise guide based on global best practices and proven principles. If you are ready to transform your organization, start by reading this book.” —Lior Arussy, President, Strativity Group, and author of Customer Experience Strategy “The Customer Experience Edge is an excellent book to gain insights on how to leverage customer experience as a competitive advantage. The case studies serve as recipes that can be added to, modified, or simply baked into business plans to improve or deliver an exceptional customer experience.” —Deb Dexter, Customer Service Director, Cardinal Health About the Book: Globalization and advanced technologies have given ever greater power to the person who decides if your business will succeed or fail—the customer. Whether your company serves consumers or other businesses, you can no longer compete on price and quality alone. To gain profits and market share, you have to deliver an experience that makes customers want to come back—and that sets you apart from the competition. You need to seize The Customer Experience Edge. Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies, three innovators bring you practical and proven ways to create your customer experience programs and overall business strategies. The key is to strike a balance between programs that are effective but prohibitively expensive and programs that fail to dedicate enough resources to be effective. In the middle ground lie the tools that everyone overlooks—foundational and disruptive technologies. These are the authors’ main fields of expertise, and these are what make the customer experience profitable. The Customer Experience Edge explains how to combine strategy, leadership, organizational change, and technology to: Develop products and services that are highly valued by customers Form bonds that keep clients from turning to competitors Transform customers into your best advocates It’s a new world of business, and customers are keenly aware that their loyalty is valuable currency. The Customer Experience Edge gives you a cost-effective, sustainable way to provide an unforgettable experience that builds loyalty and turns it into real, measurable profits.

The authors contend that new business capture teams operating in the aerospace-defense sector which adopt their “Best Practices, Outside-In, Customer-Centric” approach to executing their capture processes can attain supranormal contract win rates—as high as 80% and higher. They back up this claim with captivatingly told case study vignettes of 21st century competitions that they were personally involved with, providing teams with practical step-by-step guidelines, tools and templates to help replicate these successes.

Experience is the new metric of quality How can you attract your customers? How can you delight your customers? How can you wow your customers every single time? Companies that have managed to figure this out are extremely successful in the market. Their success can be attributed to a defining X factor. The X factor is the customer experience factor that makes companies successful and customers loyal. Could you ensure the right quality of experience at every aspect of your product? Quality engineering in the digital era requires an important perspective shift -from the traditional paradigm centered on product features and functionality to the new hyperattention on providing the right customer experience at every step of the process. Remember you are no longer selling products but you are selling experiences and your quality strategy needs to be aligned with the new realities. A must read for all digital quality engineers

The Never-Ending Digital Journey provides readers with the concepts and steps needed to create successful user experiences. The authors look ahead and explore digital scenarios of the future. They probe how technology is changing the way users interact with brands, and they address today's digital challenges with new ways of surprising consumers, integrating design and engineering. The authors leverage knowledge gleaned from working with renowned global companies to describe the recipe needed to build a Digital Journey. With a strong focus on Agile Pods, they dive into technolo- gies, processes, team building, motivation, and met- rics that enable businesses to construct and nurture the dynamic ecosystems necessary in this digital era to foster success. Over the last several years, customers, employees, and partners have become tech-savvy users whose expectations of "Give me more and deliver it faster" require manageable solutions. The desire to interact with digital ecosystems anywhere, anytime demands that today's businesses create personalized and frictionless experiences to create value for its end users. It's a recipe that must be followed exactly in order to remain relevant. When done correctly, enhancing consumer's daily lives with digital touch points goes far beyond creating a new website, a flashy app, or a "unified" omnichannel experience. The end goal is to construct memorable experiences in a never-ending cycle that increase the ability to retain, convert, and enrich the relationship between businesses and their users. Welcome toThe Never-Ending Digital Journey.

This document brings together a set of latest data points and publicly available information relevant for Digital Customer Expierence. We are very excited to share this content and believe that readers will benefit immensely from this periodic publication immensely.

This document brings together a set of latest data points and publicly available information relevant for Digital Customer Expierence. We are very excited to share this content and believe that readers will benefit immensely from this periodic publication immensely.