Digitization and Lean Customer Experience Management: Success Factors and Conditions, Pitfalls and Failures
Published 2021-06-30
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Keywords
- Digitization,
- Artificial Intelligence,
- Lean Management,
- Customer Experience Management,
- Lean Customer Experience Management
How to Cite
Copyright (c) 2023 International Journal of Industrial Engineering and Management
This work is licensed under a Creative Commons Attribution 4.0 International License.
Abstract
In recent years, the use of Lean Customer Experience Management (CEM) by companies and practitioners has been increasingly encountered, but with abstracted and incomprehensible approaches. Lean CEM is hardly rooted in academic literature, providing an excellent opportunity to further investigate the term’s theoretical and practical validity. The “Lean CEM”, principles, best practices, success factors and conditions, pitfalls and failures among Digitization, enhanced by Artificial Intelligence (AI), Lean Management and CEM are discussed. This work is a first step of a design science research, consisting of literature and practice review and provides insights for design propositions for application instructions for a Digitized Lean CEM.
Article history: Received (December 19, 2020); Revised (February 23, 2021); Accepted (March 1, 2021); Published online (March 26, 2021)
