LibGuides: Mercadeo: Diseño de la experiencia de usuario

Diseño de la experiencia de usuario

Albert, B & Tulli, T. (2022) Measuring the user experience: collecting, analyzing, and presenting UX metrics. (3 ed.). Morgan Kaufmann. Disponible impreso https://catalogo.cesa.edu.co/cgi-bin/koha/opac-detail.pl?biblionumber=32369
Kalbach, J. (2021). Mapping Experiences. O’Reilly Media. https://research.ebsco.com/c/tnzlkf/search/details/s3f7ufc4d5?limiters=FT1:Y&q=Mapping%20Experiences
Mahajan, G. (2017) How creating customer value makes you a great executive. Business Expert Press. https://research.ebsco.com/c/tnzlkf/search/details/r53xklhsaz?db=nlebk&db=nlabk
Price, B. & Jaffe, D. (2008). The best service is no service: how to liberate your customers from customer service, keep them happy, and control costs. Jossey-Bass. Disponible impreso https://catalogo.cesa.edu.co/cgi-bin/koha/opac-detail.pl?biblionumber=32371
Price, B. & Jaffe, D. (2022). The frictionless organization: deliver great customer experiences with less effort. Berrett-Koehler Publishers. https://research.ebsco.com/c/tnzlkf/search/details/a5yoyaiwhz?q=The+Frictionless+Organization
Rogers, D. (2016). The digital transformation playbook: rethink your business for the digital age. Columbia business school publishing. https://research.ebsco.com/c/tnzlkf/search/details/2fqd6db3zj?limiters=FT1:Y&q=The%20digital%20transformation%20playbook
Solis, B. (2021). A Five-Step Roadmap to Become a Customer-Centric Company. Harvard Business Review https://hbr.org/sponsored/2021/08/a-5-step-roadmap-for-becoming-a-more-customer-centric-company
Tincher, J. & Newton, N. (2022). How hard is it to be your customer? Using journey mapping to drive customer focused change. (2 ed.). Paramount Market Publishing. Disponible impreso https://catalogo.cesa.edu.co/cgi-bin/koha/opac-detail.pl?biblionumber=32364
TM Forum. (2024) Customer Experience Maturity Model Toolkit. TM Forum https://www.tmforum.org/resources/toolkit/customer-experience-maturity-model-toolkit/