International Journal of Industrial Engineering and Management

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Vol. 12 No. 2 (2021)
Review Article

Digitization and Lean Customer Experience Management: Success Factors and Conditions, Pitfalls and Failures

Christos G. Chatzopoulos
West Pharmaceutical Services Deutschland GmbH & Co KG, Eschweiler
Bio
Marcel Weber
Customer Co-Creation, Waalwijk
Bio

Published 2021-06-30

abstract views: 265 // FULL TEXT ARTICLE (PDF): 0


Keywords

  • Digitization,
  • Artificial Intelligence,
  • Lean Management,
  • Customer Experience Management,
  • Lean Customer Experience Management

How to Cite

Chatzopoulos, C. G., & Weber, M. (2021). Digitization and Lean Customer Experience Management: Success Factors and Conditions, Pitfalls and Failures. International Journal of Industrial Engineering and Management, 12(2), 73–84. https://doi.org/10.24867/IJIEM-2021-2-278

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)  

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