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Showing 1 to 5 of 5 for “"Customer experience management"”.
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Achieving excellence in managing customer experience – An exploration of smaller details that make a difference
Established firms acknowledge the importance of a customer experience (CX) as a leading strategic approach but face challenges in managing customer experience compared to digitally born organisations. However, in theory and practice, the concept of customer experience management is fragmented …
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Digital Customer Experience bei Online-Kaufprozessen – Ansätze für kleine und mittlere Online-Handelsunternehmen zum Management der Digital Customer Experience
This paper explores the Digital Customer Experience within the context of online purchasing processes and offers guidance on how small and medium-sized online retailers can manage it effectively. As a key success factor, the Digital Customer Experience is highly relevant for these retailers, who …
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An integrated model for the measurement of online customer experience. An empirical international study.
… and its impact on the overall role of today¿s customers, existing models for the measurement of perceived quality, satisfaction and loyalty are worth revisiting. This is specifically important in light of the prominent progress of some of the new business concepts, particularly customer …
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Prediction of mobile network subscriber satisfaction by using network probing experience measures and machine learning
… themselves from other market players. Customer satisfaction plays a crucial role in such a landscape where negative word of mouth could severely damage the reputation of a business. Customer satisfaction has therefore become a key differentiator for many companies. A popular metric to …