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2021 | OriginalPaper | Chapter

3. Digital Customer Experience Engineering

A discipline envisioned

Author : Lars Wiedenhoefer

Published in: Digital Customer Experience Engineering

Publisher: Apress

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Abstract

This chapter defines Digital Customer Experience Engineering (DCXE) as a new discipline focused on optimizing digital experiences by accelerating feedback loops in software engineering. The DCXE works closely with various teams, including user experience (UX) and product management, to establish experience observability into customer interactions. By creating measurable success criteria and monitoring tools, the DCXE helps teams to identify and address customer friction points throughout the software delivery pipeline. The chapter highlights the unique role of the DCXE in introducing a unifying language and leveraging insights to drive continuous improvement in digital customer experiences. It also discusses the integration of DCXE into the CI/CD pipeline, emphasizing the importance of early detection and resolution of customer experience issues.
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Metadata
Title
Digital Customer Experience Engineering
Author
Lars Wiedenhoefer
Copyright Year
2021
Publisher
Apress
Book
Digital Customer Experience Engineering

Print ISBN: 978-1-4842-7242-8

Electronic ISBN: 978-1-4842-7243-5

Copyright Year: 2021

DOI
https://doi.org/10.1007/978-1-4842-7243-5_3