Pregled bibliografske jedinice broj: 1064316
Assessing the Maturity of the Customer Experience Management: The Case of Financial Institution
Assessing the Maturity of the Customer Experience Management: The Case of Financial Institution // 30th International Conference October 2nd - 4th, 2019, Varaždin, Croatia Conference Proceedings / Vjeran strahonja, Valentina Kirinić (ur.).
Varaždin: Fakultet organizacije i informatike Sveučilišta u Zagrebu, 2019. str. 233-240 (predavanje, međunarodna recenzija, cjeloviti rad (in extenso), znanstveni)
CROSBI ID: 1064316 Za ispravke kontaktirajte CROSBI podršku putem web obrasca
Naslov
Assessing the Maturity of the Customer Experience
Management: The Case of Financial Institution
Autori
Kozina, Melita ; Dusper, Danijela
Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni
Izvornik
30th International Conference October 2nd - 4th, 2019, Varaždin, Croatia Conference Proceedings
/ Vjeran strahonja, Valentina Kirinić - Varaždin : Fakultet organizacije i informatike Sveučilišta u Zagrebu, 2019, 233-240
Skup
30th Central European Conference on Information and Intelligent Systems (CECIIS 2019)
Mjesto i datum
Varaždin, Hrvatska, 02.10.2019. - 04.10.2019
Vrsta sudjelovanja
Predavanje
Vrsta recenzije
Međunarodna recenzija
Ključne riječi
Digital Business Transformation ; Customer Experience ; Customer Experience Management Maturity Assessment.
Sažetak
The companies are faced with important changes required to digital business transformation. New business concepts such as digital business models, agile business, personalization, innovation, etc. are being introduced. Managing the customer experience becomes a new challenge for the companies. There are different models for assessing the maturity of customer experience. This research uses Forrester's customer experience maturity model that defines 6 key process areas of the customer experience management and 30 practices. The purpose of the paper is to examine the maturity of the customer experience management in the case of the financial institution using a method of interviewing business and IT managers for all 30 practices. The results of the research show the extent to which the bank has implemented the best practices of customer experience management required to understand customer requirements as well as to track and improve the customer experience. Based on the results of the research, managers can make decisions about the improvements required to the customer experience management for better business results and greater competitiveness.
Izvorni jezik
Engleski
Znanstvena područja
Informacijske i komunikacijske znanosti
POVEZANOST RADA
Ustanove:
Fakultet organizacije i informatike, Varaždin
Profili:
Melita Kozina
(autor)
Citiraj ovu publikaciju:
Časopis indeksira:
- Web of Science Core Collection (WoSCC)
- Conference Proceedings Citation Index - Science (CPCI-S)
