Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failures

• Main Authors: Christos G. Chatzopoulos, Marcel Weber
• Format: Article
• Language: English
• Published: University of Novi Sad, Faculty of Technical Sciences 2021-06-01
• Series: International Journal of Industrial Engineering and Management
• Subjects: digitization; artificial intelligence; lean management; customer experience management; lean customer experience; management
• Online Access: http://www.ijiemjournal.uns.ac.rs/images/journal/volume12/IJIEM_278.pdf

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.