What is it about?
Customer Experience is how the customer perceives the software product as a brand and as an emotional and mental experience while using it, including how customer gets supported when something goes wrong. This article lists essential activities to build great customer experience.
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Why is it important?
Most companies don't give attention to all necessary steps to build great customer experience, which is necessary to thrive in the future.
Perspectives
Channeling customer experience across departments in the company is a challenge. How we brand our products, how we interact with customers for feedback and learning, and how we push this data to respective teams to address are all necessary processes to build products that enhance customer experience.
Ahmed El-Deeb
Amazon.com Inc
Read the Original
This page is a summary of: The Holy Grail of Software Products Success, ACM SIGSOFT Software Engineering Notes, April 2022, ACM (Association for Computing Machinery),
DOI: 10.1145/3520273.3520276.
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