Managing Customer Experiences through Digital Disruption

Dianna Yan Li Chang

Chapter 5 in Leading in a Digitally Disruptive World, 2023, pp 95-118 from World Scientific Publishing Co. Pte. Ltd.

Abstract: The following sections are included:Customer Experience ManagementIntroduction to CXCEM Tools: Blueprint and Customer Journey Mapping (CJM)CX MeasurementEmerging Trends in CEMSummary: CX is about PeopleReferences

Keywords: Digital Disruption; Innovation; Industry 4.0 (search for similar items in EconPapers)
JEL-codes: L2 M1 M14 O33 (search for similar items in EconPapers)
Date: 2023
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.worldscientific.com/doi/pdf/10.1142/9789811278570_0005 (application/pdf)
https://www.worldscientific.com/doi/abs/10.1142/9789811278570_0005 (text/html)
Ebook Access is available upon purchase.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:wsi:wschap:9789811278570_0005

Ordering information: This item can be ordered from

Access Statistics for this chapter

More chapters in World Scientific Book Chapters from World Scientific Publishing Co. Pte. Ltd.
Bibliographic data for series maintained by Tai Tone Lim ().