Publications

Customer Experience Revolution

The Customer Experience Revolution
Coming January 2012

A revolution is now underway, a shift in dynamic that has changed the consumer-business relationship forever. This “Customer Experience Revolution” is now the subject of a new book by Jeofrey Bean and Sean Van Tyne. This book is essential reading for anyone  wanting to understand how businesses are evolving in this new century. The book will be released January 1, 2012, but pre-release copies are now available. To learn more, please visit www.cxrevolution.com.

Human Centered Design

Corporate User-Experience Maturity Model Human Centered Design
Springer Berlin / Heidelberg, 2009, Volume 5619/2009, pages 635-639
ISBN: 978-3-642-02805-2

User experience encompasses all aspect of a persons experience with an organization’s services and products. Organizations may or may not be aware of their customers’ experience with their services or products and give different degrees of attention to developing and managing their customers’ experiences. These degrees of attentions given to their customer experience can be measured and charted by phases or stages along a continuum of dedication or maturity. Based on the Capability Maturity Model Integration and the Corporate Usability Maturity, this paper presents a model of user experience maturity by level based on an organizations dedication of resources, budget, and process integration. buy book

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