Augmented Empathic Capacity: An Integrative Framework for Supporting Customer Engagement Throughout the Automated Customer Journey

2019 ◽  
pp. 121-129
Author(s):  
Mathieu Lajante
Keyword(s):  
Customer Engagement ◽  
Customer Journey ◽  
Integrative Framework

The architecture of the phygital customer journey: a dynamic interplay between systems of insights and systems of engagement

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Cristina Mele ◽  
Tiziana Russo-Spena
Keyword(s):  
Qualitative Method ◽  
Service Providers ◽  
Customer Engagement ◽  
Theory Approach ◽  
Customer Journey ◽  
Content Type ◽  
Smart Technologies ◽  
Grounded Theory Approach ◽  
Practical Implications ◽  
Dynamic Interplay

Purpose This paper aims to focus on how companies shape the architecture of a phygital customer journey through the exploitation of smart technologies. Design/methodology/approach The research adopts a qualitative method using a grounded theory approach involving leading players in digital customer solutions and service providers from different industries. Findings The shaping of the architecture of the phygital customer journey comes from the interplay between systems of insights and systems of engagement activated by multiple customer-provider interactions in an entanglement of physical and digital contexts. Practical implications Companies need to design a blended approach to bridge disconnected contexts, capture new opportunities and provide customer engagement along the entire journey. Originality/value This study depicts the “phygital customer journey” under systems of insights and systems of engagement: These systems operate as dynamic architectures to capture insights and engage customers.

Mobile chat servitization in the customer journey: from social capability to social suitability

2020 ◽  
Vol 32 (6) ◽  
pp. 1139-1158
Author(s):  
Letizia Lo Presti ◽  
Giulio Maggiore ◽  
Vittoria Marino
Keyword(s):  
Instant Messaging ◽  
Customer Experience ◽  
Human Interaction ◽  
Customer Engagement ◽  
Manufacturing Firm ◽  
Customer Journey ◽  
Content Type ◽  
Social Crm ◽  
Product Service ◽  
Social Capability

PurposeMobile instant messaging (MIM) is changing how we communicate with customers transforming what we used to buy as products into services. Servitization is the strategy by which the services offered in combination with a product become a central part of the offer and the value. This paper aims to focus on a new way to do business by means of mobile conversational commerce identified as a unique touchpoint for customers who wish to experience the product/service.Design/methodology/approachThis research uses the case study method and mobile content analysis of WhatsApp conversations between customer and manufacturing firm to illustrate how an artisan company succeeded with customers using MIM to track the customer journey and engage the customer during the conversation. The customer journey theory and customer engagement cycle were used to detecting the main themesFindingsThe results demonstrate that by channeling a mix between engagement and service practices into one direct touchpoint, it is possible to follow the customers throughout their journey and detect their satisfaction. Nevertheless, the research finds that new skills are needed: two-way communication skills, suitability and social CRM skills.Practical implicationsThe results provide guidance for services providers on how to improve customer experience management by allocating investment to conversational commerce as a new way of promoting the customer experience for the digital transformation of manufacturing firms.Originality/valueThis research investigates the importance of human interaction in the digital servitization as a pillar of commerce in this type of service. The paper analyzes the results from the perspective of the supplier of the service and from the perspective of customer experience.

Customer Empowerment and Satisfaction through the Consultative Selling Process in the Retail Industry

2018 ◽  
Vol 9 (3) ◽  
pp. 34-49
Author(s):  
Javier Castillo ◽  
Babu George
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship ◽  
Customer Engagement ◽  
Retail Industry ◽  
Customer Journey ◽  
Customer Empowerment ◽  
Consultative Process ◽  
The Right ◽  
Selling Process

This article draws insight from the literature to propose a model interlinking key stages in the consultative selling process, customer engagement, and customer satisfaction. It is argued that customer journey should be designed as a process of empowering customers to make the right choices and the role of businesses should be to design and deliver products that meet with needs realized in the consultative process between the business and the customer. Even though this discussion is situated within the context of the retail industry, the findings could possibly be applied in various other customer relationship contexts as well.

Chatbot for Online Customer Service

2021 ◽  
pp. 16-31
Author(s):  
Ree Chan Ho
Keyword(s):  
Artificial Intelligence ◽  
Conceptual Framework ◽  
Knowledge Sharing ◽  
Mobile Devices ◽  
Customer Service ◽  
Customer Engagement ◽  
Service Satisfaction ◽  
Integrative Framework ◽  
Trust Theory ◽  
Shed Light

Chatbot has become popular in recent years due to the advancements in artificial intelligence and other underlying technologies. Likewise, increased internet interactivity and smarter mobile devices have specifically attracted more consumers to pursue superior and personalized customer service. The aim of this chapter was therefore to better understand the use of chatbots by online businesses to shed light on its effect on customer service satisfaction. The commitment trust theory served as the underlying theoretical foundation for the conceptual framework of this study. It explored the relationships among trust, commitment, service quality, and technology towards the use of chatbots. Subsequently, customer engagement gained has influenced the knowledge sharing and the referral to other customers. This chapter presented an integrative framework for predicting the use of chatbots to enhance customer bonding with firms. The main contribution was the list of antecedents needed to improve customer engagement in the implementation of chatbots.

Measuring and Managing Customer Engagement Value Through the Customer Journey

2017 ◽  
pp. 53-74 ◽  
Author(s):  
Rajkumar Venkatesan ◽  
J. Andrew Petersen ◽  
Leandro Guissoni
Keyword(s):  
Customer Engagement ◽  
Customer Journey

Prospective Memory Development Across the Lifespan

2020 ◽  
Vol 25 (3) ◽  
pp. 162-173 ◽  
Author(s):  
Sascha Zuber ◽  
Matthias Kliegel
Keyword(s):  
Prospective Memory ◽  
Healthy Aging ◽  
Present Model ◽  
Current Knowledge ◽  
Well Being ◽  
The Elderly ◽  
Cognitive Factors ◽  
Everyday Functioning ◽  
Integrative Framework

Abstract. Prospective Memory (PM; i.e., the ability to remember to perform planned tasks) represents a key proxy of healthy aging, as it relates to older adults’ everyday functioning, autonomy, and personal well-being. The current review illustrates how PM performance develops across the lifespan and how multiple cognitive and non-cognitive factors influence this trajectory. Further, a new, integrative framework is presented, detailing how those processes interplay in retrieving and executing delayed intentions. Specifically, while most previous models have focused on memory processes, the present model focuses on the role of executive functioning in PM and its development across the lifespan. Finally, a practical outlook is presented, suggesting how the current knowledge can be applied in geriatrics and geropsychology to promote healthy aging by maintaining prospective abilities in the elderly.

Youth Development in Europe

2009 ◽  
Vol 14 (4) ◽  
pp. 372-375 ◽  
Author(s):  
Katariina Salmela-Aro ◽  
Ingrid Schoon
Keyword(s):  
Young People ◽  
Relationship Quality ◽  
Youth Development ◽  
Social Relationships ◽  
Transition To Adulthood ◽  
Cultural Context ◽  
Integrative Framework ◽  
Reciprocal Interactions ◽  
The Family ◽  
Key Players

A series of six papers on “Youth Development in Europe: Transitions and Identities” has now been published in the European Psychologist throughout 2008 and 2009. The papers aim to make a conceptual contribution to the increasingly important area of productive youth development by focusing on variations and changes in the transition to adulthood and emerging identities. The papers address different aspects of an integrative framework for the study of reciprocal multiple person-environment interactions shaping the pathways to adulthood in the contexts of the family, the school, and social relationships with peers and significant others. Interactions between these key players are shaped by their embeddedness in varied neighborhoods and communities, institutional regulations, and social policies, which in turn are influenced by the wider sociohistorical and cultural context. Young people are active agents, and their development is shaped through reciprocal interactions with these contexts; thus, the developing individual both influences and is influenced by those contexts. Relationship quality and engagement in interactions appears to be a fruitful avenue for a better understanding of how young people adjust to and tackle development to productive adulthood.

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