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2021 | Book

Digital Customer Experience Engineering

Strategies for Creating Effective Digital Experiences

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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 productionContribute to customer-centric key performance indicators (KPIs) on executive dashboardsCreate 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.

Table of Contents

Frontmatter
Chapter 1. The Importance of Acting Today
Getting digital experiences right is not optional
Abstract
Before getting started and taking action, a clear understanding of the definition of digital customer experience is needed. This chapter will provide a clear definition, will look at the top three challenges to overcome, and outline the return on investment that can be expected as a motivation to get started today.
Lars Wiedenhoefer
Chapter 2. Opportunities
Optimize the structure of the traditional digital engineering feedback loop
Abstract
Awareness of the traditional software development life cycle is important in order to understand the feedback loop and the need to optimize it for optimal digital customer experiences.
Lars Wiedenhoefer
Chapter 3. Digital Customer Experience Engineering
A discipline envisioned
Abstract
As we understand the opportunities to optimize the feedback loop from the prior chapter, we now need a closer look into the techniques that are needed to shorten the feedback loop to quickly respond to customer friction elements in the digital experience.
Lars Wiedenhoefer
Chapter 4. The Goals
And guiding principles
Abstract
As we are introducing a new discipline, digital customer experience engineering, guidance for the discipline and discipline-specific goals are essential for the practitioners to succeed in their mission toward digital customer experience excellence. In this chapter, we will review the goals, guiding principles, as well as how the discipline meets business and engineering goals.
Lars Wiedenhoefer
Chapter 5. Interactions
With adjacent functions
Abstract
As illustrated in Chapter 3, the digital customer experience engineer (DCXE) does not work alone on enhancing the digital customer experience. In fact, the DCXE is a connector and in the middle of an overlapping Venn diagram of multiple interacting roles.
Lars Wiedenhoefer
Chapter 6. How-to Guide
Essential techniques
Abstract
In the previous chapters, we learned about the discipline of digital customer experience engineering, how it is defined, and how the function interacts within an organization dedicated to superior digital customer experience.
Lars Wiedenhoefer
Chapter 7. Key Metrics
For successful digital engineering, customer quality, and observability
Abstract
As we are now fully aware of the techniques employed by the DCXE, we need to provide a foundation of key metrics in the field of customer experience analytics.
Lars Wiedenhoefer
Chapter 8. Useful Tools
The DCXE tool chest
Abstract
In regard to the role of the DCXE, the tools required for digital customer experience engineering are located at a very specific and interesting intersection. It’s the intersection between tools providing observability and analytics in the product area (Product Ops) and tools providing observability within software engineering and operations (DevOps). At this intersection, it is often the DCXE’s role to elegantly and effectively link the tools together to provide a quicker path to product insights and issue resolution. We called this work earlier the practice of shifting right (get insight from your customers) and shifting left (find issues quicker at the root of where they occur).
Lars Wiedenhoefer
Chapter 9. How to Get Started
Today
Abstract
After now having read most of the book, you have a good idea what it takes to look deeper into customer experience observability in engineering and adjacent functions. So, where will you start?
Lars Wiedenhoefer
Backmatter
Metadata
Title
Digital Customer Experience Engineering
Author
Lars Wiedenhoefer
Copyright Year
2021
Publisher
Apress
Electronic ISBN
978-1-4842-7243-5
Print ISBN
978-1-4842-7242-8
DOI
https://doi.org/10.1007/978-1-4842-7243-5