- Tytuł:
- Application of the Design Thinking Method in Customer Experience Management
- Autorzy:
-
Prorok, Michał
Kosicka, Izabela - Powiązania:
- https://bibliotekanauki.pl/articles/11364516.pdf
- Data publikacji:
- 2021-12-30
- Wydawca:
- Sieć Badawcza Łukasiewicz - Instytut Lotnictwa
- Tematy:
-
design thinking
customer experience management
customer experience
customer journey map
persona - Opis:
- The aim of this paper is to conceptualize Design Thinking and customer experience management (CEM), to situate the use of the Design Thinking method in customer experience management processes and to present its practical application based on a case study from the financial services industry — the trade credit insurer, Euler Hermes Poland, Towarzystwo Ubezpieczeń S.A. This article is an attempt to identify actionable Design Thinking process elements and tools and their intersections with the components of the Customer Experience Management processes.
- Źródło:
-
Marketing Instytucji Naukowych i Badawczych; 2021, 42, 4; 35-40
2353-8414 - Pojawia się w:
- Marketing Instytucji Naukowych i Badawczych
- Dostawca treści:
- Biblioteka Nauki
Artykuł