Customer Experience Maturity Models – Improving the Business Results

2018 ◽  
Vol 6 (7) ◽  
pp. 228
Author(s):  
Maria Enescu ◽  
Marian Enescu
Keyword(s):  
Case Studies ◽  
Proficiency Testing ◽  
Customer Experience ◽  
Digital Tools ◽  
Maturity Models ◽  
Business Results ◽  
Competency Evaluation

Customer experience maturity of any organization is important for its business results. This paper describes two kinds of maturity models, one based on competency evaluation of the employees on customer’s best applied practices, and the second on maturity of using digital tools to increase the customer good experience when working with the company. These approaches are useful when discuss the performance of enterprises providing products or services in the age of customer. The included case studies show the applicability of the procedures and open a way to be extended for proficiency testing workshops (for similar business) or in ranking the enterprises from the viewpoint of customer experience maturity.

scholarly journals Gemini Principles-Based Digital Twin Maturity Model for Asset Management

2021 ◽  
Vol 13 (15) ◽  
pp. 8224
Author(s):  
Long Chen ◽  
Xiang Xie ◽  
Qiuchen Lu ◽  
Ajith Kumar Parlikad ◽  
Michael Pitt ◽  
...  
Keyword(s):  
Case Studies ◽  
Asset Management ◽  
Questionnaire Survey ◽  
New Technologies ◽  
Maturity Model ◽  
Maturity Models ◽  
Digital Twin ◽  
Project Level

Various maturity models have been developed for understanding the diffusion and implementation of new technologies/approaches. However, we find that existing maturity models fail to understand the implementation of emerging digital twin technique comprehensively and quantitatively. This research aims to develop an innovative maturity model for measuring digital twin maturity for asset management. This model is established based on Gemini Principles to form a systematic view of digital twin development and implementation. Within this maturity model, three main dimensions consisting of nine sub-dimensions have been defined firstly, which were further articulated by 27 rubrics. Then, a questionnaire survey with 40 experts involved is designed and conducted to examine these rubrics. This model is finally illustrated and validated by two case studies in Shanghai and Cambridge. The results show that the digital twin maturity model is effective to qualitatively evaluate and compare the maturity of digital twin implementation at the project level. It can also initiate the roadmap for improving the performance of digital twin supported asset management.

Digital Marketing Strategies for Accessible Tourism

2020 ◽  
pp. 71-92
Author(s):  
Fernando Florim De Lemos ◽  
Dina Vieira ◽  
Tânia Pinho
Keyword(s):  
Conceptual Framework ◽  
Case Studies ◽  
Marketing Strategies ◽  
Digital Tools ◽  
Digital Marketing ◽  
Additional Information ◽  
Different Dimensions

This chapter addresses the applications of digital marketing in the construct of communicational practices aimed at target audiences that have some physical, motor, psychological, or other disabilities, who require additional information or specialized advice to fully comprehend all elements involved, when planning/deciding to travel. Throughout the text there are several references of the conceptual framework, as well as several examples of case studies that highlight some of the practices used in diversified contexts, using digital tools as privileged means of intervention in the different dimensions required to support the so-called accessible tourism.

Enterprise Content Management (ECM) Maturity Models

2019 ◽  
pp. 34-60
Author(s):  
Chris Foley
Keyword(s):  
Case Studies ◽  
Content Management ◽  
Maturity Model ◽  
Assessment Framework ◽  
Maturity Models ◽  
Considerable Research ◽  
Enterprise Content Management ◽  
Consulting Firms ◽  
Implementation Method

A maturity model in the enterprise content management (ECM) sphere serves to evaluate an organization's performance against an assessment framework, and to determine roadmaps for optimizing that performance. Such tools are developed typically by academics, informed by considerable research, or by consulting firms that use their maturity model tool to promote the sale of their own products and services. Therefore, the experience of practitioners with using ECM maturity models is underrepresented in the literature. Practitioners require tools that are quick to implement whilst providing useful insights. This chapter explores two case studies in which the author conducted quick assessments using a maturity model as a guide. The case studies indicate that while quick assessments are useful, they need to be included as part of a maturity tool to ensure that the implementation method is repeatable and the results consistent.

scholarly journals Understanding Computational Methods for Solar Envelopes Based on Design Parameters, Tools, and Case Studies: A Review

Energies ◽  
2020 ◽  
Vol 13 (13) ◽  
pp. 3302 ◽  
Author(s):  
Miktha Farid Alkadri ◽  
Francesco De Luca ◽  
Michela Turrin ◽  
Sevil Sariyildiz
Keyword(s):  
Case Studies ◽  
Urban Areas ◽  
Urban Infrastructure ◽  
Digital Tools ◽  
Design Stage ◽  
Design Parameters ◽  
Design Strategies ◽  
The Past ◽  
Local Contexts ◽  
Urban Heat

The increasing population density in urban areas simultaneously impacts the trend of energy consumption in building sectors and the urban heat island (UHI) effects of urban infrastructure. Accordingly, passive design strategies to create sustainable buildings play a major role in addressing these issues, while solar envelopes prove to be a relevant concept that specifically considers the environmental performance aspects of a proposed building given their local contexts. As significant advances have been made over the past decades regarding the development and implementation of computational solar envelopes, this study presents a comprehensive review of solar envelopes while specifically taking into account design parameters, digital tools, and the implementation of case studies in various contextual settings. This extensive review is conducted in several stages. First, an investigation of the scope and procedural steps of the review is conducted to frame the boundary of the topic to be analyzed within the conceptual framework of solar envelopes. Second, comparative analyses between categorized design methods in parallel with a database of design parameters are conducted, followed by an in-depth discussion of the criteria for the digital tools and case studies extracted from the selected references. Third, knowledge gaps are identified, and the future development of solar envelopes is discussed to complete the review. This study ultimately provides an inclusive understanding for designers and architects regarding the progressive methods of the development of solar envelopes during the conceptual design stage.

Virtual Reconstruction as Archaeological Observation: Embracing New Ways of Treating Sites, Places and Landscapes

2019 ◽  
Vol 7 (2) ◽  
pp. 127-139 ◽  
Author(s):  
Matthew J. Douglass ◽  
Zachary R. Day ◽  
Jeremy C. Brunette ◽  
Peter Bleed ◽  
Douglas Scott
Keyword(s):  
Open Source ◽  
Case Studies ◽  
Open Source Software ◽  
The Other ◽  
Digital Tools ◽  
Archaeological Heritage ◽  
Common Heritage ◽  
Online Tutorials ◽  
Virtual Reconstruction ◽  
Southern Oklahoma

AbstractVirtual Reconstruction is a powerful tool broadly suited to a diverse array of archaeological heritage applications. In practice, however, reconstruction has largely focused on grand and monumental sites. Here we present two case studies–one from southern Oklahoma, the other from western Nebraska–to explore the use of this technology for more common heritage applications. The goal of this article is to advertise the dilemma we faced with communicating information on ephemeral sites and how we, as nonspecialists, solved the issue using affordable and accessible digital tools. Our workflow makes use of common tools (GIS) and open source software and online tutorials provide step by step instruction to support its replication. In presenting our experiences and the results of these efforts, we hope to spur similar applications in the use of Virtual Reconstruction to communicate information on archaeological heritage more broadly.

If maturity is the answer, then exactly what was the question?

2014 ◽  
Vol 7 (2) ◽  
pp. 169-185 ◽  
Author(s):  
Mark Mullaly
Keyword(s):  
Project Management ◽  
Case Studies ◽  
Management Practices ◽  
Specific Model ◽  
Linear Process ◽  
Maturity Models ◽  
Improvement Project ◽  
Current Form ◽  
Content Type ◽  
The Relationship

Purpose – Maturity models have been widely adopted as a popular framework for improvement project management practices. Despite their prevalence, there is still minimal evidence that improvements in maturity correspond to improvements in performance or value. This paper aims to explore the challenges faced in applying project management maturity models and offers suggestions for their revision. Design/methodology/approach – The paper highlights the presumptions in their development and use that are inhibiting relevance of maturity models. Case studies from a major research project explore the relationship between maturity and value. Insights are generated on how project management maturity models need to change in order to become relevant. Findings – Project management maturity models presume that project management is universal, control oriented and consistent, and that maturity is a linear process. Empirical evidence demonstrates that the practice of project management varies, that different practices result in different value. The paper suggests that a contingent and contextual approach to assessment is required, which maturity models as currently defined may not be able to support. Research limitations/implications – This is a largely conceptual paper and draws on a limited number of case studies that derived maturity from a comprehensive understanding of project management practices. It is not tied to one specific model, and a model that would address the criticisms discussed here has not been conceived or developed. Practical implications – This paper will have particular relevance for organizations, who may place excess faith in the rhetoric surrounding maturity models without questioning their underlying relevance or value. It is also of importance to those who develop maturity models and suggests strategies for their significant revision. Originality/value – This paper takes an important look at whether maturity models actually deliver on their promise and argues that by both design and structure, they are unlikely to do so in their current form.

scholarly journals New approaches to customer experience: where disruptive technological innovation meets luxury fashion

2019 ◽  
Vol 13 (1) ◽  
pp. 740-758
Author(s):  
Jacqueline-Nathalie Harba
Keyword(s):  
Virtual Reality ◽  
Augmented Reality ◽  
Case Studies ◽  
New Technologies ◽  
Customer Experience ◽  
High Tech ◽  
Customer Expectations ◽  
New Approaches ◽  
Use Of Technology

Abstract Consumer behavior is shifting radically with the rise of e-commerce and new technologies. As a result, luxury retailers are forced to embrace a variety of technologies to keep their customers engaged. How do brands captivate shoppers and provide the customer experience that will satisfy their desires? Through dissemination of literature and case studies on examples from the industry, this paper presents a detailed discussion on the new approaches to customer experience in the luxury fashion industry, in the context of a modern economy that is highly shaped by disruptive technological innovations. The discussion includes two detailed case studies, focusing on two key themes that define contemporary customer expectations: the story – discussing customer’s desire to be immersed in the narratives behind catwalk collections, and the experience – discussing the use of technology to create a unique retail space through the use of online and mobile specific technologies. The first case study focuses on how new technologies provide brands with new opportunities to present their products through narratives. Using famous luxury retailers Dior, Givenchy and Prada as examples, the case study provides a detailed discussion on the use of virtual reality and augmented reality as tools that enable customers to project themselves into the story behind a catwalk show and become active characters in the narrative, through the use of technological devices. The second case study focuses on the importance of merging the online and the traditional brick-and-mortar store. “The Store of the Future”, by luxury retailer Farfetch is used as an example of how retailers make use of high-tech equipment, virtual reality and augmented reality not only to create a tech-powered interactive experience that will intrigue customers, but also to improve retail productivity by capturing customer data. The study adopts a qualitative research method to evaluate the validity of the concepts discussed in the Literature Review, using a sample of three in-depth interviews with industry experts, focusing on the use of technology to improve customer experience in physical retail spaces. Based on previously published research, it is estimated that the primary research will indicate that it is not the use of technology that drives the customer experience, but customer expectations that determine the adoption and adaptation of disruptive technologies to satisfy the shoppers’ requirements.

Writing Toward Justice: Youth Speculative Civic Literacies in Online Policy Discourse

2020 ◽  
pp. 004208592095388 ◽  
Author(s):  
Antero Garcia ◽  
Nicole Mirra
Keyword(s):  
Educational Policy ◽  
Case Studies ◽  
Literacy Practices ◽  
Participatory Culture ◽  
Digital Tools ◽  
Policy Discourse ◽  
Youth Engagement ◽  
Web Based ◽  
Civic Literacy

This article explores how speculative civic literacies can support youth engagement in policy discourse in digital and analog contexts. We broaden the scope of civic literacies by emphasizing core principles of Afrofuturism and participatory culture. Articulating a specific framework for applying these principles to contemporary conceptions of civic literacies, we identify six digital civic literacy practices that may be leveraged in classrooms. We then analyze two case studies of youth engaging with digital tools and web-based platforms, providing examples of how youth participate in educational policy discourse in online contexts.

Sign in / Sign up

Export Citation Format

Share Document