@inproceedings{ad5171fb1feb4d29a3a4560d75514881,
title = "User as Customer: Touchpoints and Journey Map",
abstract = "Customer eXperience (CX) is a concept traditionally related to marketing and Service Sciences. Lately there is an increasing interest on CX from the Human-Computer Interaction (HCI) community. CX extends the User eXperience (UX) concept: it examines the whole customer journey and experiences with several systems, products or services that a company offers, instead of focusing in a single one. CX is one of the most important factors when it comes to maintaining a competitive advantage. The paper examines a specific case study, when a user wants to buy a ticket through a virtual travel agency. We identify the phases of the lifecycle of the consumer{\textquoteright}s journey, the existing points of contact between customer and company through systems, products, services (touchpoints), and the emotions that could predominate in each of the stages.",
keywords = "Customer Experience (CX), Customer Journey Map, Customer lifecycle, Touchpoints",
author = "Camila Bascur and Cristian Rusu and Daniela Qui{\~n}ones",
note = "Publisher Copyright: {\textcopyright} 2019, Springer Nature Switzerland AG.; 1st International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2018 ; Conference date: 25-10-2018 Through 27-10-2018",
year = "2019",
doi = "10.1007/978-3-030-02053-8_19",
language = "English",
isbn = "9783030020521",
series = "Advances in Intelligent Systems and Computing",
publisher = "Springer Verlag",
pages = "117--122",
editor = "Tareq Ahram and Redha Taiar and Waldemar Karwowski",
booktitle = "Human Systems Engineering and Design - Proceedings of the 1st International Conference on Human Systems Engineering and Design IHSED2018",
}