Augmenting customer experience with SharePoint Online : building portals and practices to improve usability

Augmenting customer experience with SharePoint Online : building portals and practices to improve usability / Charles Waghmare.

Build, enrich, and transform customer experience using SharePoint Online. This book will discuss different SharePoint Online approaches that you can use to enhance customer experience, including digital portals, enterprise content management, Microsoft Teams and much more. Augmenting Customer Experi...

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Bibliographic Details
Main Author: Waghmare, Charles David
Format: eBook
Language:English
Published: [Place of publication not identified] : Apress, 2020.
Subjects:
Microsoft SharePoint (Electronic resource)
Intranets (Computer networks)
intranets.
Online Access:Click for online access
Table of Contents:
  • Intro
  • Table of Contents
  • About the Author
  • About the Technical Reviewer
  • Acknowledgments
  • Chapter 1: Introducing SharePoint Online Features
  • SharePoint Online
  • An Introduction
  • Introduction to SharePoint Document Library
  • Upload Files into SharePoint Document Library
  • Create Different SharePoint Sites
  • Creating a Team Site
  • Creating a Communication Site
  • Explore SharePoint Hub Sites
  • SharePoint Online Features
  • SharePoint Online Admin
  • SharePoint Online DCX Features
  • Webparts
  • Mobile
  • Collaborative
  • Customization
  • Summary
  • Chapter 2: Office 365 and SharePoint Online for a DCX
  • Office 365
  • An Introduction
  • Embed Yammer Conversations in a SharePoint Online Site
  • Create a Flow for a List or Library in SharePoint Online
  • Use Microsoft Planner on Your SharePoint Site
  • Use Microsoft Stream in SharePoint Online via a Webpart
  • Use the Bing Maps Webpart
  • Summary
  • Chapter 3: Explore Digital Customer Experience
  • The Experience Era
  • Recent Developments in User Experience
  • Industry Trends with Examples for Digital Customer Experience
  • Use Cases for Digital Customer Experience
  • How Is the Customer Experience Different from Customer Service?
  • Different Ways to Improve a Digital Customer Experience
  • Build a Vision for Customer Experience
  • Get an Idea of Who Your Customers Are
  • Create an Emotional Connection with Customers
  • Quality Management Framework for Team Development
  • Action Regular Employee Feedback
  • Measure ROI from Delivering Excellent DCX
  • Run Projects on Agile Delivery Method
  • DevOps Methodology
  • Front-End UX and UI Generate High Levels of Digital Customer Experience
  • Applications and Services That Enable DCX Transformation
  • Upcoming Trends in Digital Customer Experience
  • Summary
  • Chapter 4: Using UX and UIs to Develop Smart Portals
  • The Software Development Life Cycle
  • User Experience
  • Why, What, and How
  • UX Design Is User Centered
  • User Interface
  • Scenario 1
  • Scenario 2
  • Scenario 3
  • Scenario 4
  • Scenario 5
  • Summary
  • Chapter 5: Building Knowledge systems Using SharePoint Online
  • Incident Management Process
  • Solution Database
  • An Introduction
  • Solution Database Definition
  • Knowledge Needs to Have a Solution Database
  • SDB Architecture
  • Building an SDB
  • Searching an SDB
  • Reusing the Solution
  • Ask the Expert
  • Advantages of an SDB
  • Introduction to Communities of Practice
  • Value of CoPs for Delivery Teams
  • Community Development Life Cycle
  • Inception
  • Establishment
  • Growth
  • Maturity
  • Community Roles and Responsibilities
  • Implementation Approach at Various Stages of CoP Building
  • Q1
  • Q2
  • Q3
  • Q4
  • Summary
  • Chapter 6: AI in DCX
  • Current State of AI
  • Evolution of AI
  • Benefits of AI
  • AI Intelligent System Boosting Sales
  • AI Application Domains
  • Customer Understanding
  • Employee Augmentation
  • Immersive Experience

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