The<i>Augmented</i>Customer Experience: Between Humanity and Robotization?

Vanheems, Régine

doi:10.1002/9781119618324.ch7

Cited by 2 publications

(1 citation statement)

References 14 publications

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“…Understanding and mapping Customer Journey by collecting data will make it possible to evaluate and optimize systems and touchpoints [64]. Design skills must make the different physical and digital touchpoints homogeneous in order to facilitate the customer's transition from one touchpoint to another [67], reduce the irritability caused by the multiplicity of touchpoints throughout the customer's decision-making process, create fluidity between the touchpoints [68], and increase the level of customer satisfaction [69] [70].…”

Section: Digitization (Ai) and Cem: Success Factors And Conditionsmentioning

confidence: 99%

Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failures

Chatzopoulos¹,

Weber²

2021

Int J Ind Eng Manag

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In recent years, the use of Lean Customer Experience Management (CEM) by companies and practitioners has been increasingly encountered, but with abstracted and incomprehensible approaches. Lean CEM is hardly rooted in academic literature, providing an excellent opportunity to further investigate the term's theoretical and practical validity. The "Lean CEM", principles, best practices, success factors and conditions, pitfalls and failures among Digitization, enhanced by Artificial Intelligence (AI), Lean Management and CEM are discussed. This work is a first step of a design science research, consisting of literature and practice review and provides insights for design propositions for application instructions for a Digitized Lean CEM.

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Section: Digitization (Ai) and Cem: Success Factors And Conditionsmentioning

confidence: 99%

Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failures

Chatzopoulos¹,

Weber²

2021

Int J Ind Eng Manag

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Customer Experience in the Web 3.0 Era

Khaliq,

Manda

2023

The Rise of Blockchain Applications in Customer Experience

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Modern disruption technologies such as the Blockchain and the Metaverse have promising features that can help businesses offer their products and services to customers in a better format. The Metaverse creates a virtual environment and a new communication path between the customer and the business. As a new marketing channel, it helps customers appear as virtual avatars and have a 3D preview/experience of goods and services before adding them to the shopping cart or signing up subscriptions. Blockchain-based systems allow making payments using wallet money, CDBC, or even cryptocurrencies and securely store personal data in a public immutable ledger transaction, which others will verify easily. Marketers have to address specific issues that come with deploying these systems – such as data privacy, amongst others - to give the best consumer experience powered by the confluence of various technologies. The book chapter will have managerial and practical implications for businesses during customer interactions.

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TheAugmentedCustomer Experience: Between Humanity and Robotization?

Cited by 2 publications

References 14 publications

Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failures

Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failures

Customer Experience in the Web 3.0 Era

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