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Category Archives: customer experience management
The Way We Connect
In my travel to Spain to do research for a book on that topic, I journeyed through the north to Santiago de Compostela and by staying in a small inn outside of the city (the terminus of The Way of … Continue reading
Posted in blogs for business, collaborative computing, content management, customer experience management, human factors in information systems design, mobile computing, mobile learning, social change, social media, social networking, strategic management of technology innovation, user experience
Tagged Camino de Santiago, content management, film, Google Maps, Google StreetView, movie, social media, social networking, Spain, The Way, The Way of Saint James, travel
8 Comments
Social Networking Innovation in an Online E-Business Course
Here is a Web-based version of my ICERI10 conference presentation on the topic: Social Networking Innovation in an Online E-Business Course http://www.programhouse.com/webpres/phiceri2010pres1.htm This Web-based PowerPoint presentation (optimized for the Internet Explorer browser) describes a curriculum innovation that provides an authentic … Continue reading
Posted in blogs for business, collaborative computing, customer experience management, digital repositories, emerging educational technology, innovation, learner experience, online learning and teaching, social media, social networking, user experience
Tagged authentic learning, digital marketing, e-business, information architecture, instructional design, learner experience, online collaboration, online learning, social media, social networking
6 Comments
Effects of the Internet as Innovation: No More and Now New
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 customer experience management, human factors in information systems design, innovation, management of information systems and technology, social media, social networking, strategic management of technology innovation, Strategic Networking, user experience
Tagged innovation, Internet, planned change, social media
14 Comments
Customer Experience Management: The Second Wave
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, innovation, management of information systems and technology, social media, social networking, strategic management of technology innovation
Tagged CEM, CRM, customer experience, customer experience management, customer relationship management, customer service, disruptive technology, innovation, Internet, marketing, social media
6 Comments
Intelligence Revisited – what recent research reveals
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, content management, customer experience management, digital repositories, human factors in information systems design, information architecture, instructional design, knowledge management, learner experience, online learning and teaching, user experience
Tagged audio, aural, content management, individual difference, information architecture, instructional design, intelligence, learner experience, music, research, video, visual
6 Comments
A mental model of the customer, user, and learner experience
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, information architecture, instructional design, knowledge management, learner experience, online learning and teaching, strategic management of technology innovation
Tagged customer experience, customer experience management, individual differences, information architecture, instructional design, learner experience, mental model, mental representation, user experience
10 Comments
Riding the Crest of Change
In 1996, as I wrote the Introduction to a book that my co-author (Gene De Libero) and I would call Strategic Networking, I wanted to capture in words what I could about the innovation that was then in an early … Continue reading
Posted in blogs for business, blogs for research, collaborative computing, conducting research online, customer experience management, innovation, social networking, strategic management of technology innovation, Strategic Networking, user experience
Tagged book, e-book, innovation, Internet, internetworking, publishing, Riding the Crest of Change, Strategic Networking
6 Comments
how would you gather user needs data?
In human factors work, you need to gather data about software user needs before you begin to design (or redesign) software. As a user, what are your suggestions for getting the right kind of user needs information from prospective users? … Continue reading
