"CX Engineering and Practice"
"CX Engineering and Practice" offers a comprehensive and in-depth exploration of the discipline shaping modern digital experiences. Grounded in both historical context and current best practices, the book delves into the principles of customer experience (CX) engineering—from evolving user-centric paradigms to the integration of psychological insights, design ethics, and measurable metrics. Readers will benefit from thoughtful discussions on continuous feedback, adaptive design, and the importance of accessibility and inclusion in building robust, user-focused software systems.
The book then transitions into practical architectures and technologies that underpin experience-driven applications. Through coverage of omnichannel platforms, microservices, API abstractions, and modern interaction engineering, it illuminates how scalable, reliable, and secure systems can be built to meet high customer expectations. Special attention is given to the interplay between performance, resilience, and perceived quality, complemented by in-depth guidance on advanced UI engineering, accessibility, real-time feedback loops, and usability validation.
Moving beyond technical implementation, "CX Engineering and Practice" addresses organizational, operational, and strategic aspects vital for CX innovation. Topics such as data-driven insights, DevOps integration, scaling distributed experience systems, personalization, and AI-driven interfaces are meticulously covered. The book concludes with governance, ethics, privacy, security, and a forward-looking perspective on emerging technologies, offering actionable frameworks for leaders, engineers, and cross-disciplinary teams aiming to deliver transformative customer experiences at scale.
