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Customer Experience in der Industrie 4.0

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Customer Centricity

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Zusammenfassung

Die digitale Transformation ist eine wesentliche Aufgabe der Industrie, um eine automatisierte und vernetzte Wertschöpfung zu etablieren (Obermaier, 2017). Gleichzeitig gewinnen auch hier Dienstleistungen an Bedeutung. Für diesen Paradigmenwechsel wurde der Begriff „Industrie 4.0“ eingeführt (BMBF, 2016). Als zentrales Ziel verfolgt Industrie 4.0 zwar die Bedürfnisse von Kund:innen effektiver zu erfüllen, die Customer Experience (CX), als Gesamtheit der Erfahrungen aus der Interaktion mit Unternehmen, wird jedoch bisher wenig beachtet. Dabei bieten Digitaltechnologien, wie Big Data Analytics, Möglichkeiten, Informationen über die Kundschaft zu gewinnen, evidenzbasierte Entscheidungen zu treffen und eine ganzheitliche positive CX zu gestalten (Ibarra et al., 2018). Der vorliegende Beitrag führt in die Industrie 4.0 ein und zeigt die Notwendigkeit, CX in der Industrie 4.0 zu berücksichtigen. Dafür wird als Impuls für die Praxis das Customer Experience Management erörtert.

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Authors and Affiliations

  1. IU Internationale Hochschule, Fernstudium, Hamburg, Deutschland

    Inga F. Schlömer

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  1. Inga F. Schlömer
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Correspondence to Inga F. Schlömer .

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  1. IU Internationale Hochschule, München, Deutschland

    Susanne O'Gorman

  2. IU Internationale Hochschule, Hamburg, Hamburg, Deutschland

    Gabriele Schuster

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© 2024 Der/die Autor(en), exklusiv lizenziert an Springer Fachmedien Wiesbaden GmbH, ein Teil von Springer Nature

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Schlömer, I.F. (2024). Customer Experience in der Industrie 4.0. In: O'Gorman, S., Schuster, G. (eds) Customer Centricity. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-42173-1_15

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  • DOI: https://doi.org/10.1007/978-3-658-42173-1_15

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