Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failures
In recent years, the use of Lean Customer Experience Management (CEM) by companies and practitioners has been increasingly encountered, but with abstracted and incomprehensible approaches. Lean CEM is hardly rooted in academic literature, providing an excellent opportunity to further investigate the...
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University of Novi Sad, Faculty of Technical Sciences
2021-06-01
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doaj-c454855a68e54130822e9563d216ac9a2021-06-18T09:09:09ZengUniversity of Novi Sad, Faculty of Technical SciencesInternational Journal of Industrial Engineering and Management2217-26612683-345X2021-06-011227384http://doi.org/10.24867/IJIEM-2021-2-278278Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failuresChristos G. Chatzopoulos0Marcel Weber1West Pharmaceutical Services Deutschland GmbH & Co KG, Eschweiler, Germany;Customer Co-Creation, Waalwijk, the NetherlandsIn recent years, the use of Lean Customer Experience Management (CEM) by companies and practitioners has been increasingly encountered, but with abstracted and incomprehensible approaches. Lean CEM is hardly rooted in academic literature, providing an excellent opportunity to further investigate the term’s theoretical and practical validity. The “Lean CEM”, principles, best practices, success factors and conditions, pitfalls and failures among Digitization, enhanced by Artificial Intelligence (AI), Lean Management and CEM are discussed. This work is a first step of a design science research, consisting of literature and practice review and provides insights for design propositions for application instructions for a Digitized Lean CEM.http://www.ijiemjournal.uns.ac.rs/images/journal/volume12/IJIEM_278.pdfdigitizationartificial intelligencelean managementcustomer experience managementlean customer experiencemanagement |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Christos G. Chatzopoulos Marcel Weber |
spellingShingle |
Christos G. Chatzopoulos Marcel Weber Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failures International Journal of Industrial Engineering and Management digitization artificial intelligence lean management customer experience management lean customer experience management |
author_facet |
Christos G. Chatzopoulos Marcel Weber |
author_sort |
Christos G. Chatzopoulos |
title |
Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failures |
title_short |
Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failures |
title_full |
Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failures |
title_fullStr |
Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failures |
title_full_unstemmed |
Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failures |
title_sort |
digitization and lean customer experience management: success factors and conditions, pitfalls and failures |
publisher |
University of Novi Sad, Faculty of Technical Sciences |
series |
International Journal of Industrial Engineering and Management |
issn |
2217-2661 2683-345X |
publishDate |
2021-06-01 |
description |
In recent years, the use of Lean Customer Experience Management (CEM) by companies and practitioners has been increasingly encountered, but with abstracted and incomprehensible approaches. Lean CEM is hardly rooted in academic literature, providing an excellent opportunity to further investigate the term’s theoretical and practical validity. The “Lean CEM”, principles, best practices, success factors and conditions, pitfalls and failures among Digitization, enhanced by Artificial Intelligence (AI), Lean Management and CEM are discussed. This work is a first step of a design science research, consisting of literature and practice review and provides insights for design propositions for application instructions for a Digitized Lean CEM. |
topic |
digitization artificial intelligence lean management customer experience management lean customer experience management |
url |
http://www.ijiemjournal.uns.ac.rs/images/journal/volume12/IJIEM_278.pdf |
work_keys_str_mv |
AT christosgchatzopoulos digitizationandleancustomerexperiencemanagementsuccessfactorsandconditionspitfallsandfailures AT marcelweber digitizationandleancustomerexperiencemanagementsuccessfactorsandconditionspitfallsandfailures |
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1721373049160204288 |