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Showing result 16 - 20 of 130 essays matching the above criteria.

1. 16. Contextualizing Customer Feedback: A Research-through-Design Approach - Alternative Approaches and Dialogical Engagement in Survey Design

   University essay from Uppsala universitet/Människa-datorinteraktion

   Author : Rasmus Svensson; [2023]
   Keywords : Human-Computer Interaction; Research-through-Design RtD ; Digital Service Design; Enterprise Resource Planning ERP systems; Invoicing; Customer Experience CX ; Customer Satisfaction CS ; Contextualization; Dialogical Approach; Customer Journey; Survey design; Questionnaire design; Net Promoter Score NPS ; Customer Satisfaction Score CSAT ; Customer Effort Score CES ; Chatbot; Virtual Agent; Customer Support Agent; Design Guidelines; Double Diamond; User Experience UX ; User Interface UI ; Interaction Design ID ;

   Abstract : Providing context behind customer feedback remains a challenge for company’s who rely on approaching Customer Experience (CX) through standardized Customer Satisfaction (CS) metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Practical guidelines for monitoring CS throughout the customer journey are limited, creating a gap in academic research. READ MORE

3. 17. Exploring Emotional Awareness through User Experience Design : Designing a mobile application which helps to enrich emotional vocabulary

   University essay from Linköpings universitet/Medie- och Informationsteknik; Linköpings universitet/Tekniska fakulteten

   Author : Deimante Butkute; [2023]
   Keywords : User Experience Design; Emotional Awareness; Emotions; Emotional Vocabulary.;

   Abstract : The motivation of this work focused on inspiring the understanding of emotions and the ability to name them precisely to improve self-awareness and well-being. Through an online survey, competitor analysis, customer journey map, and interviews it was clear that the chosen target group of young people do not feel fully confident in understanding their emotions and lacked emotional vocabulary. READ MORE

4. 18. Agile Transformation in the Automotive Industry : A Case Study of Volvo Trucks

   University essay from Uppsala universitet/Industriell teknik

   Author : Huan Cao; Prithvijit Choudhary; [2023]
   Keywords : Agile; Agile Transformation; Change Management; Volvo; Automotive Industry; Organisational Change;

   Abstract : The automotive industry has seen revolutionary changes in the past two decades. Vehicles are starting to incorporate within themselves a significant amount of electronic and software based components, due to which the industry has seen rapidly changing customer requirements. READ MORE

5. 19. Cloud Computing Impacts on Business Models : A study based on Osterwalder’s Business Model Canvas

   University essay from Blekinge Tekniska Högskola

   Author : Shobha Biligerepalya Chandrashekhar; Rafika Ida Mutia; [2023]
   Keywords : ;

   Abstract : Cloud computing is a model that provide on-demand access to a range of computing services and resources such as servers, networks, storage, and application through the internet. Companies utilizing cloud computing can use different services based on their needs without initial capital expenditure. READ MORE

6. 20. The Versatile Touchpoint: User-generated content as a new touchpoint in the customer journey

   University essay from Lunds universitet/Företagsekonomiska institutionen

   Author : Valeria de Leon; Miranda Ånäs; [2023]
   Keywords : Customer journey; Social commerce; Brand publics; TikTok; Customer experience; Customer engagement; Netnography; Business and Economics;

   Abstract : Purpose: The purpose of this study was to investigate how a new touchpoint has emerged due to the customers or potential customers sharing their customer journeys on social media through user-generated content. Methodology: This paper takes a qualitative approach where netnography research has been conducted to collect data on the social media platform TikTok. READ MORE