The Success (or Failure) of Your Digital Transformation Hinges on Digital Customer Experience

被引：1
作者：
Ramesh N. [1 ]
机构：
[1] Dcx Strategies, Llc, Douglassville, 19518, PA
来源：
IEEE Engineering Management Review | 2022年 / 50卷 / 01期
关键词：
Brand loyalty; customer experience (CX); customer satisfaction; DCX index; digital customer experience (DCX); digital strategy; digital transformation; net promoter score;
D O I：
10.1109/EMR.2022.3150315
中图分类号：
学科分类号：
摘要：
Digital customer experience (DCX) is one of the most important and least understood factors significantly influencing customer adoption of digital innovation. This lack of understanding also limits the success or failure of your next big digital innovation. DCX index benchmarking is a scoring system that may help support your digital offerings. We introduce this index in this technology manager notebook article and provide insights into what it can tell us. © 1973-2011 IEEE.
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页码：28 / 30
页数：2
相关论文
共 3 条
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The disconnected customer: What digital customer experience leaders teach us about reconnecting with customers, (2022)
[2]  
Buttle F.A., Word of mouth: understanding and managing referral marketing, Journal of Strategic Marketing, 6, 3, pp. 241-254, (1998)
[3]  
Parasuraman A., Zeithaml V.A., Berry L., SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality, Journal of Strategic Retailing, 6, pp. 12-40, (1988)
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