Digital Customer Experience Engineering

Engineering teams rarely take part in customer experience work, yet they should. In most companies, support, UX, engineering, product, and CX groups operate separately. This book describes roles and methods that are reported to speed up the detection and prevention of issues by at least 30 percent.

Drawing on the author's extensive background in technical support, the book presents techniques that let engineers learn about customers faster, using sources they can already reach. Readers learn to judge how far an issue's effects reach, to shorten the engineering feedback loop measured as issue resolution time, and to calculate what problems and customer friction cost the business, both across all cases and for individual ones.

By working with product, engineering, and site reliability engineering (SRE) teams to tackle friction before it reaches customers, organizations can cut costs and create new revenue. The approach is said to reduce average issue resolution time by 80 percent. The cross-functional leadership, mentoring, and engineering methods that come from this approach are presented as skills others can learn and pass on.

The book is aimed at professionals who shape customer experiences from within the digital software engineering value stream, whether directly or indirectly. This includes DevOps and site reliability engineers, product owners, UX designers, and researchers, as well as support staff looking for better ways to work with their engineering colleagues.