Application of the Design Thinking Method in Customer Experience Management

Prorok Michał () and Kosicka Izabela ()
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Prorok Michał: SGH Warsaw School of Economics
Kosicka Izabela: Euler Hermes Poland, Towarzystwo Ubezpieczeń S.A

Marketing of Scientific and Research Organizations, 2021, vol. 42, issue 4, 35-60

Abstract: The aim of this paper is to conceptualize Design Thinking and customer experience management (CEM), to situate the use of the Design Thinking method in customer experience management processes and to present its practical application based on a case study from the financial services industry — the trade credit insurer, Euler Hermes Poland, Towarzystwo Ubezpieczeń S.A. This article is an attempt to identify actionable Design Thinking process elements and tools and their intersections with the components of the Customer Experience Management processes.

Keywords: design thinking; customer experience management; customer experience; customer journey map; persona (search for similar items in EconPapers)
JEL-codes: M10 M30 (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:mosaro:v:42:y:2021:i:4:p:35-60:n:4

DOI: 10.2478/minib-2021-0020

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