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2017 | OriginalPaper | Chapter

From Customer Service to Customer Experience: The Drivers, Risks and Opportunities of Digital Transformation

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Abstract

This chapter deals with the question of how value chains and communication processes are changing at companies under the influence of increasing digitalisation. Using customer experience as his example, the author shows how interaction between company and consumer is intensified by digitalisation and today contributes far more than the actual financial statements to companies’ success or failure. Against this background, the author describes communication as the decisive factor. The processing of data and information requires not only a high degree of communicational competence; communication also defines the central interface between consumers equipped with ever smarter devices and companies with their products and services.

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Footnotes
1
The terms customer experience and user experience are used synonymously in this chapter.
 
Metadata
Title
From Customer Service to Customer Experience: The Drivers, Risks and Opportunities of Digital Transformation
Author
Lumir Boureanu
Copyright Year
2017
DOI
https://doi.org/10.1007/978-3-319-41845-2_11