Customer experience

107-2012: Customer Experience Modeling

Companies with large customer bases and high volumes of service interactions often have a number of customers who experience a service failure. The impact on these customers involved can be significant, and has the potential to be disproportional to the root cause of the incident. For complex and dynamic businesses, the continuous introduction of new products and services can create conditions ...

A Customer Experience: Implementing XP

Escrow.com began implementation of XP as its development process in December 2000, in parallel with other significant organizational changes. This document describes the philosophical, logistical, physical and organizational changes that occurred both to enable XP implementation, and as a result of XP implementation. Implementation challenges as well as ongoing benefits of the XP process are di...

Customer Experience Optimization in Wireless Networks

Optimizing Business Processes to Enhance Customer Experience

Evolving the online customer experience ... is there a role for online customer support?

This paper explores the online customer experience (OCE) in relation to a utilitarian search for government provided business support services. The aim of this research is to understand the variables that can influence customers searching for business support services online and to explore the potential role of online customer support via social interaction during a customer’s online experience...