Naslov
ADOPTING BEST PRACTICES TO IMPROVE CUSTOMER EXPERIENCE MANAGEMENT

Autori
Kozina, Melita ; Dusper, Danijela

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Economic and Social Development 62nd International Scientific Conference on Economic and Social Development Development Book of Proceedings / Da Silva, Ana Lorga ; Rados, Tomislav ; V. Kaurova, Olga - Lahti : Croatia / University North, Koprivnica, Croatia / Study Centre for European Policy Studies (CEPS), Portugal, Faculty of Management University of Warsaw, Poland / Faculty of Law, Economics and Social Sciences Sale - Mohammed V University in Rabat, Morocco / Polytechnic of Medimurje in Cakovec,, 2020, 288-295

Skup
62nd International Scientific Conference on Economic and Social Development

Mjesto i datum
Lisabon, Portugal, 19.11.2020. - 20.11.2020

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Digital Economy, Best Practices in Customer Experience Management, Impact of Customer Experience Management on Business Performance, Maturity of Customer Experience Management

Sažetak
The companies invest large resources in the application of digital technologies for business improvement and greater competition. A new digital economy is developing dominantly based on the information and service sector and their influence on the GDP. Managing the customer experience becomes a new challenge for businesses. The purpose of the paper is to evaluate how companies adopt best practices for the customer experience management in order to accomplish the better business results such as desired customer expectations, customer retention and acquisition, greater market competition.

Izvorni jezik
Engleski

Znanstvena područja
Informacijske i komunikacijske znanosti

POVEZANOST RADA