IDEAS home Printed from https://ideas.repec.org/h/spr/mgmchp/978-3-319-41845-2_11.html
   My bibliography  Save this book chapter

From Customer Service to Customer Experience: The Drivers, Risks and Opportunities of Digital Transformation

In: Out-thinking Organizational Communications

Author

Listed:
  • Lumir Boureanu

    (eurodata tec GmbH)

Abstract

This chapter deals with the question of how value chains and communication processes are changing at companies under the influence of increasing digitalisation. Using customer experience as his example, the author shows how interaction between company and consumer is intensified by digitalisation and today contributes far more than the actual financial statements to companies’ success or failure. Against this background, the author describes communication as the decisive factor. The processing of data and information requires not only a high degree of communicational competence; communication also defines the central interface between consumers equipped with ever smarter devices and companies with their products and services.

Suggested Citation

  • Lumir Boureanu, 2017. "From Customer Service to Customer Experience: The Drivers, Risks and Opportunities of Digital Transformation," Management for Professionals, in: Joachim Klewes & Dirk Popp & Manuela Rost-Hein (ed.), Out-thinking Organizational Communications, pages 145-155, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-319-41845-2_11
    DOI: 10.1007/978-3-319-41845-2_11
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:mgmchp:978-3-319-41845-2_11. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.