Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failures

Abstract

In recent years, the use of Lean Customer Experience Management (CEM) by companies and practitioners has been increasingly encountered, but with abstracted and incomprehensible approaches. Lean CEM is hardly rooted in academic literature, providing an excellent opportunity to further investigate the term's theoretical and practical validity. The "Lean CEM", principles, best practices, success factors and conditions, pitfalls and failures among Digitization, enhanced by Artificial Intelligence (AI), Lean Management and CEM are discussed. This work is a first step of a design science research, consisting of literature and practice review and provides insights for design propositions for application instructions for a Digitized Lean CEM.

Analyzing the effect of supply chain strategies and collaboration on performance improvement using MIMIC model

“…If the company focuses on mass production, the level of integration between supplier and customer is well set up in the system. Internal integration plays a key role to enhance external integration [21]. Therefore, the company needs to focus more on internal integration to synchronize the supplier and customer and also improve operational performance.…”

“…The other supply chain strategies could be extended in further work which can be compared to the efficiency of operational performance with this study. Thirdly, the effect of internal integration on external integration is discarded in the study, in future work, the researcher can study to test the statement: internal integration plays the key role to enhance external integration [21]. Future studies can also examine the supply risk management practice for the success of supply chain integration.…”

“…It concerns the planning system of purchasing, production, and logistics. Various researchers proposed that supplier integration is one of the vital criteria for selecting suppliers [20][21][22][23]. Thus, it confirms that lean manufacturers should have good relationships with the suppliers.…”

An Evaluation of Order Fulfillment Information System for Small Medium Business

“…Information gathering, synchronization, decreased unpredictability, and heightened adaptability are all parts of the operational sub-processes that connect the demand management and order fulfillment processes. As stated by authors in [9], the operational processes of the customer service management include the identification of an event, the analysis of a given situation and its potential solutions, and the implementation of a chosen course of action. According to Huegler and Hartman [10], managing the flow of manufacturing is related to the fulfilling of orders in the execute capacity and demand sub-process.…”

Servitization 4.0 as a Trigger for Sustainable Business: Evidence from Automotive Digital Supply Chain

“…Despite the fact that digital transformation is one of the leading terms of today, for a complete understanding of this field, it is necessary to cross theory and practice. Although there is a large amount of literature on digital transformation [1], scholars have not yet reached a consensus on the definition of "digital transformation" [2]. Existing studies have defined digital transformation mainly from the perspectives of technology and value.…”