Category Archives: customer experience management

Effects of the Internet as Innovation: No More and Now New

Posted on August 26, 2010 by Doc

The first wave of the Internet as a disruptive technological innovation has created game-changing and deal-changing effects on traditional social and organizational norms. The effects associated with the second wave of this innovation have been given many names (Internet 2.0, … Continue reading →

Posted in Strategic Networking, customer experience management, human factors in information systems design, management of information systems and technology, social networking, strategic management of technology innovation, user experience | Tagged , , | 4 Comments

Customer Experience Management: The Second Wave

Posted on August 16, 2010 by Doc

Customer Experience Management is often seen as a marketing discipline emerging from the traditional customer service and customer relationship management niches to meet evolving needs that precede customer service and extend beyond the transactional focus of CRM. What is missing … Continue reading →

Posted in conducting research online, customer experience management, human factors in information systems design, management of information systems and technology, social networking, strategic management of technology innovation | Tagged , , , , , , , , , | 4 Comments

Intelligence Revisited – what recent research reveals

Posted on April 21, 2010 by Doc

As noted in my other blog entries, my research, writing, and consulting work over the past decade has focused on collective human characteristics called “individual differences” and what that means to people in the roles of customers, users, and learners. … Continue reading →

Posted in conducting research online, customer experience management, digital repositories, human factors in information systems design, knowledge management, online learning and teaching | Tagged , , , , , , , | 2 Comments

A mental model of the customer, user, and learner experience

Posted on March 1, 2010 by Doc

Digging Beyond User Preferences (Mental Models) In my research, writing, and consulting work over the past decade, I have focused on a single concept (satisfaction) and what it means to people in the roles of customers, users, and learners. I … Continue reading →

Posted in conducting research online, customer experience management, human factors in information systems design, online learning and teaching, strategic management of technology innovation | Tagged , , , , | 7 Comments