{"product_id":"digital-customer-experience-engineering-strategies-for-creating-effective-digital-experiences-paperback","title":"Digital Customer Experience Engineering: Strategies for Creating Effective Digital Experiences - Paperback","description":"\u003cp\u003eby \u003cb\u003eLars Wiedenhoefer\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eCustomer 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. \u003c\/p\u003e \u003cp\u003eWith 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). \u003c\/p\u003e \u003cp\u003eOrganizations 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%.\u003c\/p\u003e \u003cp\u003eThe 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.\u003c\/p\u003e\u003cbr\u003e\u003cb\u003eWhat You Will Learn\u003c\/b\u003e\u003cp\u003e\u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eGain the techniques and tools necessary to validate customer journey success in production\u003c\/li\u003e\n\u003cli\u003eContribute to customer-centric key performance indicators (KPIs) on executive dashboards\u003c\/li\u003e\n\u003cli\u003eCreate meaningful insights and data points that allowed the feedback loop to be optimized and efficient\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003e\u003c\/p\u003e \u003cb\u003eWho This Book is For\u003c\/b\u003e\u003cbr\u003eProfessionals 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. \u003cbr\u003e\u003cb\u003e\u003cbr\u003e\u003c\/b\u003e\u003ch3\u003eBack Jacket\u003c\/h3\u003e\u003cp\u003eCustomer 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. \u003c\/p\u003e\u003cp\u003eWith 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).\u003c\/p\u003e\u003cp\u003eOrganizations 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%.\u003c\/p\u003eThe 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.\u003cp\u003e\u003c\/p\u003e\u003ch3\u003eAuthor Biography\u003c\/h3\u003e\u003cp\u003eLars Wiedenhoefer is currently a customer experience engineering strategist and program manager at Baazaarvoice, having previously worked at companies such as PayPal and Dell. \u003cbr\u003eLars is an accomplished technology leader and strategist focused on customer experience improvements through leading process and technology changes in departments of software engineering, operations, customer success, and customer technical support. Results include improved software engineering capabilities, security, speed-to market, end-user experience, cost savings, and increased revenue. He has global, enterprise-level experience in various industries such as ecommerce, fintech, and healthcare tech. His technology experience includes artificial intelligence, client-server, mobile, and mainframe architectures, as well as embedded technologies for plant and manufacturing controls. His areas of emphasis are strength-based organizational growth and leadership development applied to his teams and the organization. \u003cbr\u003e\u003c\/p\u003e\u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 137\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 0.33 x 9.21 x 6.14 IN\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003eIllustrated:\u003c\/strong\u003e Yes\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e August 13, 2021\u003c\/div\u003e","brand":"Books by splitShops","offers":[{"title":"Default Title","offer_id":42099317047431,"sku":"9781484272428","price":70.18,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0601\/2623\/2711\/files\/b40cbc1915b4a8c231e7af8bfd8e5180.webp?v=1732372944","url":"https:\/\/booksby.splitshops.com\/products\/digital-customer-experience-engineering-strategies-for-creating-effective-digital-experiences-paperback","provider":"Books by splitShops","version":"1.0","type":"link"}