A Theoretical Perspective on Customer Experience (CX) in Digital Business Strategy

Behare, Nitesh; Waghulkar, Shrikant; Shah, Saurabh

doi:10.1109/rice.2018.8509079

Cited by 12 publications

(15 citation statements)

References 12 publications

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“…The determination of the input data is based on the analysis of user experience (UX) [7], customer experience (CX) [8] and various sets of system usability heuristics [9], [10] and efficiency criteria listed in different scientific papers [11]- [13], which are used for business processes and system usability efficiency improvement. The sufficient data set as input data according to [5] should contain audit records of user activities and user profile characteristics.…”

Section: Background Of the Methods For The User Behaviour Analysismentioning

confidence: 99%

Solution to Analysis of IT System User Behaviour Using AI/ML Algorithms

Nikiforova

Zabiniako

Kornienko

et al. 2021

Applied Computer Systems

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Insufficient user involvement, lack of user feedback, incomplete and changing user requirements are some of the critical reasons for the difficulty of IS usage, which could potentially reduce the number of customers. Under the previous authors’ research, the method for analysing the behaviour of IT system users was developed, which was intended to improve the usability of the system and thus could increase the efficiency of business processes. The developed method is based on the use of graph searching algo rithms, Markov chains and Machine Learning approach. This paper focuses on detailing of method output data in the context of definition of their importance based on expert evaluation and demonstration of visual presentation of different UX analysis situations. The paper briefly reminds the essence of the method, including both the input and output data sets, and, with the help of experts, evaluates the expected result in the context of their importance in UX analysis. It also introduces visualization prototype developed to obtain the output data, which allows verifying the input/output data transformation possibilities and expected data acquisition potential.

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Section: Background Of the Methods For The User Behaviour Analysismentioning

confidence: 99%

Solution to Analysis of IT System User Behaviour Using AI/ML Algorithms

Nikiforova

Zabiniako

Kornienko

et al. 2021

Applied Computer Systems

View full text Add to dashboard Cite

show abstract

“…Digital transformation changes customer behavior and improves the customer experience. Mobile applications, machine learning, automation, and many other technologies allow customers to get what they need at precisely the right time [49], [50]. In addition, Digital transformation also increases employee experience and helps the HR processes like compensation, performance management, and job improvements [51].…”

Section: Importance and Benefits Of Applying Digital Transformationmentioning

confidence: 99%

The Impact of Technology and Change Management on Value Proposition Innovation: An Iranian Study

Hajishirzi

Costa

Aparício

2024

IEEE Trans. Eng. Manage.

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“…Additionally, a study by Kim et al (2022) reshaped the idea of the customer experience for hotel in-room amenities in terms of two quality dimensions: tangible (food and beverage, spatial environment, convenient appliances, bathroom products, safety, and security) and intangible (precautionary measures, entertainment services, general services, sensory cues) in the relationship between the customer experience and customer loyalty. According to a study by Olsson et al (2022) and Behare et al (2018), customer-centric concepts, including experience visioning, experience mobilization and launch, experience architecture, future state experience design, and experience strategy and outcome, are being reshaped for digitalization business strategy agility.…”

Section: Customer Experience Theorymentioning

confidence: 99%

Strategies to Improve Customer Experience: A Case of an Online Shopping Platform in Indonesia

Jusoh

Ishar

Sjahrir³

et al. 2022

JMTT

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Background: As the e-commerce industry has been growing recently, it is crucial to examine the factors of customer experience towards online shopping platforms. In this study, researchers aim to examine the influence of website design, website security, and customer service towards customer experience that has led to the preference of online shopping platform in Malaysia. Purpose: The first objective of this study is to analyze the current situation of customer experience with the preferred online shopping platform among university students. Secondly, this study aims to examine the influence of website design, website security, and customer service towards customer experience. As for the third objective, this study aims to recommend strategies to improve customer experience with the online shopping platform among university students. Design/Methodology/Approach: A total of 266 respondents have participated in this study. However, 83 respondents have no experience in using the online shopping platform (OSP), hence they did not fulfill the requirement. Therefore, only 183 sets of questionnaires were analyzed for the study. Finding: The result shows that there are three factors: website design, website security and customer service identified to significantly influence customer experience. Research Limitation: To understand customer online shopping experience, this study focuses at three factors: the website design, website security and customer service. Whilst the unit of analysis is only limited to university students as the respondents. Originality/Value: The value of this study is researchers have examined the factors that influenced customer online experience and provide recommendations with nine strategies for online shopping platform to improve their customers’ online experience. The strategies are known as best-cost strategies, innovation strategies (live-streaming), improve website design features, improve website security, improve customer service KPIs, vertical integration strategies, non-equity strategic alliance, offensive strategies, and outsourcing strategies. Keywords: customer online experience, website design, website security, customer service, Malaysia.

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A Theoretical Perspective on Customer Experience (CX) in Digital Business Strategy

Cited by 12 publications

References 12 publications

Solution to Analysis of IT System User Behaviour Using AI/ML Algorithms

Solution to Analysis of IT System User Behaviour Using AI/ML Algorithms

The Impact of Technology and Change Management on Value Proposition Innovation: An Iranian Study

Strategies to Improve Customer Experience: A Case of an Online Shopping Platform in Indonesia

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