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Tag Archives: customer experience management
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
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
