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From Customer Service to Customer Experience: The Drivers, Risks and Opportunities of Digital Transformation

Part of the Management for Professionals book series (MANAGPROF)

Abstract

This chapter deals with the question of how value chains and communication processes are changing at companies under the influence of increasing digitalisation. Using customer experience as his example, the author shows how interaction between company and consumer is intensified by digitalisation and today contributes far more than the actual financial statements to companies’ success or failure. Against this background, the author describes communication as the decisive factor. The processing of data and information requires not only a high degree of communicational competence; communication also defines the central interface between consumers equipped with ever smarter devices and companies with their products and services.

Keywords

  • User Experience
  • Customer Service
  • Customer Loyalty
  • Customer Experience
  • Customer Expectation

These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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  • DOI: 10.1007/978-3-319-41845-2_11
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Notes

  1. 1.

    The terms customer experience and user experience are used synonymously in this chapter.

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Correspondence to Lumir Boureanu .

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© 2017 Springer International Publishing Switzerland

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Boureanu, L. (2017). From Customer Service to Customer Experience: The Drivers, Risks and Opportunities of Digital Transformation. In: Klewes, J., Popp, D., Rost-Hein, M. (eds) Out-thinking Organizational Communications. Management for Professionals. Springer, Cham. https://doi.org/10.1007/978-3-319-41845-2_11

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