Nowadays, assessing and improving customer experience has become a priority, and has
emerged as a key differentiator for business and organizations worldwide. A customer …

Small and medium-sized enterprises (SMEs) rarely conduct a thorough cyber-risk
assessment and they may face various internal issues when attempting to set up cyber-risk …

To stay competitive against e-commerce, many retailers started to adopt a digital retail
strategy, leveraging a myriad of online and offline touchpoints to increase their customer …

Although numerous methods for handling the technical aspects of developing domain-
specific modeling languages (DSMLs) have been formalized, user needs and usability …

In high street retail, abundant research has focused on conceptualizing, empirically
investigating, and improving customer experience at touchpoints throughout the customer …

Healthcare services are increasingly being digitized for greater flexibility and efficient
sharing of information. There is also increased awareness among healthcare providers that …

While the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC)
provides numerous benefits to many enrolled families across the United States, including …

Customer Journey Mapping (CJM), is an emerging area of research tackling issues related
to customer behavior and user trajectories when consuming a service. The increasing …

We report on an evaluation of the Customer Journey Modelling Language (CJML) for
documenting and visualizing a service process from the customer's perspective. The target …

User Experience (UX) consists of user interacting with a system in a specific context.
Usability addresses efficiency, effectiveness, and satisfaction (ie user's ability to use an …