ABSTRACT
The evaluation of services rendered by corporations and the associated user experience is fundamentally predicated on the digitalization of experience via data integration. This process encapsulates the transformation of experiential expertise into an information-based, knowledge-driven, and intelligent model, which efficiently enables corporations to troubleshoot business challenges, generate business value, and swiftly identify and rectify issues. This also ensures that the provided services and products either meet or surpass user expectations. This study focuses on a customer experience digital management system's development and application within a Chinese logistics and courier service company. The research follows the process from the refinement of business operations and establishment of a user experience metrics framework to the utilization of a self-service analysis system for pinpointing areas of improvement and potential opportunities in the business process, thereby constructing a comprehensive experience management feedback loop. The study offers an in-depth exploration of the implementation and subsequent business value generated by the customer experience digital management system within the logistics and courier company context.
- [1]Bernd H. Schmitt, Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers, Wiley, 1st Edition, 2003.Google Scholar
- [2]John J. Coyle, Robert A. Novack, Brian J. Gibson, Transportation Management, Tsinghua University Press, May 2019.Google Scholar
- [3]Feng Huang / Shengshan Huang / Zhiguo Su; Total Experience Management TXM; China Financial & Economic Publishing House; June 2022.Google Scholar
Index Terms
- Transforming Logistics and Express Delivery: A Case Study on the Implementation of a Digitized User Experience Management System
Recommendations
Integrating User Experience into a Software Development Company --- A Case Study
HCD 09: Proceedings of the 1st International Conference on Human Centered Design: Held as Part of HCI International 2009Establishing an user experience (UX) practice is an endeavor that more and more companies engage in to increase their market success. While there is a rich knowledge base on UX processes and methods, practical tips and tricks for starting up a corporate ...
E-logistics: slovenian transport logistics cluster creation
In the pursuit of enhanced competitiveness organisations are today searching for innovative business models in order to foster economic benefits. In Slovenia, several clusters are being formed, including the Slovenian Transport Logistics Cluster (STLC) ...
Enterprise Architecture Management Support for Digital Transformation Projects in Very Large Enterprises: A Case Study at a European Mobility Provider
Enterprise Design, Operations, and ComputingAbstractEnterprises in various sectors execute digital transformation (DT) projects with a significant impact on their business and information technology (IT) architecture. The enterprise architecture management (EAM) function is designed to support ...
Comments