{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,1,25]],"date-time":"2026-01-25T01:33:55Z","timestamp":1769304835503,"version":"3.49.0"},"reference-count":9,"publisher":"Association for Computing Machinery (ACM)","issue":"2","license":[{"start":{"date-parts":[[2022,4,25]],"date-time":"2022-04-25T00:00:00Z","timestamp":1650844800000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.acm.org\/publications\/policies\/copyright_policy#Background"}],"content-domain":{"domain":["dl.acm.org"],"crossmark-restriction":true},"short-container-title":["SIGSOFT Softw. Eng. Notes"],"published-print":{"date-parts":[[2022,4,25]]},"abstract":"<jats:p>We can easily misunderstand the prevalence of software products packed with features over the years as an indicator to our success in impressing customers; thinking that we don't need to do something more than just keep shipping features one after another and keep up with competition. We'd better change that misconception before it's too late. The generation that created sustainable existence for some software products today will not be the same as the generations that would make the decision whether these products would continue to exist. For instance, Generation Z, those born mid-to-late 1990 up to early 2010, grew up with tech that they are no longer impressed by the mere notion of Feature. Their lives are so ingrained in utility from day one that software became something they experience rather than use. It is convenience, reliability, security, seamless interactions, performance, speed and all the matters that directly contribute to positive emotional, sensory, or cognitive perception are what's important. Additionally, it's no longer the app or the piece of software alone that matters; it's the entire Brand. This is because such generations have to be acquired before they even hold the product through brand image and maintained by evolving the brand by their ever changing needs. Such perception of the software product formulated by convenience characteristics and a supportive trustable brand is what constitute Customer Experience. In this paper, it is discussed the key elements that are needed by every software company in order to create an excellent Customer Experience to acquire and maintain happy customers.<\/jats:p>","DOI":"10.1145\/3520273.3520276","type":"journal-article","created":{"date-parts":[[2022,4,27]],"date-time":"2022-04-27T00:31:16Z","timestamp":1651019476000},"page":"8-9","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":5,"title":["The Holy Grail of Software Products Success"],"prefix":"10.1145","volume":"47","author":[{"given":"Ahmed","family":"El-Deeb","sequence":"first","affiliation":[{"name":"Amazon, Krausenstr, Berlin, Germany"}]}],"member":"320","published-online":{"date-parts":[[2022,4,26]]},"reference":[{"key":"e_1_2_1_1_1","unstructured":"Wikipedia contributors. \"Customer Experience.\" Wikipedia 9 Dec. 2021 en.wikipedia.org\/wiki\/Customer_experience.  Wikipedia contributors. \"Customer Experience.\" Wikipedia 9 Dec. 2021 en.wikipedia.org\/wiki\/Customer_experience."},{"key":"e_1_2_1_2_1","volume-title":"www.salesforce.com\/eu\/blog\/2020\/12\/omnichannel-strategybenefits. html. Accessed","author":"Omnichannel Strategy Benefits Businesses How","year":"2022","unstructured":"\" How an Omnichannel Strategy Benefits Businesses and Customers.\" Salesforce EMEA Blog , www.salesforce.com\/eu\/blog\/2020\/12\/omnichannel-strategybenefits. html. Accessed 25 Feb. 2022 . \"How an Omnichannel Strategy Benefits Businesses and Customers.\" Salesforce EMEA Blog, www.salesforce.com\/eu\/blog\/2020\/12\/omnichannel-strategybenefits. html. Accessed 25 Feb. 2022."},{"key":"e_1_2_1_3_1","volume-title":"www.businesswire.com\/news\/home\/20141023005678\/en\/Ninety- Percent-of-Holiday-Shoppers-Expect-Consistent-Brand- Experiences-Across-Channels-and-Devices-According-to-SDLSurvey. Accessed","author":"Wire Business","year":"2022","unstructured":"\" Business Wire .\" Business Wire , www.businesswire.com\/news\/home\/20141023005678\/en\/Ninety- Percent-of-Holiday-Shoppers-Expect-Consistent-Brand- Experiences-Across-Channels-and-Devices-According-to-SDLSurvey. Accessed 25 Feb. 2022 . \"Business Wire.\" Business Wire, www.businesswire.com\/news\/home\/20141023005678\/en\/Ninety- Percent-of-Holiday-Shoppers-Expect-Consistent-Brand- Experiences-Across-Channels-and-Devices-According-to-SDLSurvey. Accessed 25 Feb. 2022."},{"key":"e_1_2_1_4_1","volume-title":"And Marketers Need To Rise To The Occasion.\" Forbes","author":"Expect An Omnichannel Experience Modern Customers","year":"2021","unstructured":"Khorana, Vikas. \" Modern Customers Expect An Omnichannel Experience , And Marketers Need To Rise To The Occasion.\" Forbes , 4 Nov. 2021 , www.forbes.com\/sites\/forbestechcouncil\/2021\/11\/04\/moderncustomers- expect-an-omnichannel-experience-and-marketersneed- to-rise-to-the-occasion\/'sh=4c3bd20d3e85. Khorana, Vikas. \"Modern Customers Expect An Omnichannel Experience, And Marketers Need To Rise To The Occasion.\" Forbes, 4 Nov. 2021, www.forbes.com\/sites\/forbestechcouncil\/2021\/11\/04\/moderncustomers- expect-an-omnichannel-experience-and-marketersneed- to-rise-to-the-occasion\/'sh=4c3bd20d3e85."},{"key":"e_1_2_1_5_1","unstructured":"Pennington Randy. \"How to Increase Customer-Focused Collaboration.\" CIO 5 Sept. 2019 www.cio.com\/article\/220582\/how-to-increase-customer-focusedcollaboration. html.  Pennington Randy. \"How to Increase Customer-Focused Collaboration.\" CIO 5 Sept. 2019 www.cio.com\/article\/220582\/how-to-increase-customer-focusedcollaboration. html."},{"key":"e_1_2_1_6_1","author":"Experience Understanding Customer","year":"2018","unstructured":"\" Understanding Customer Experience .\" Harvard Business Review , 4 Oct. 2018 , hbr.org\/2007\/02\/understanding-customer-experience. \"Understanding Customer Experience.\" Harvard Business Review, 4 Oct. 2018, hbr.org\/2007\/02\/understanding-customer-experience.","journal-title":"Harvard Business Review"},{"key":"e_1_2_1_7_1","unstructured":"GetYourGuide. \"How We Built the Ultimate Customer Insights Team.\" Inside GetYourGuide 9 Feb. 2021 inside.getyourguide.com\/blog\/how-to-build-the-ultimate-customerinsights- team.  GetYourGuide. \"How We Built the Ultimate Customer Insights Team.\" Inside GetYourGuide 9 Feb. 2021 inside.getyourguide.com\/blog\/how-to-build-the-ultimate-customerinsights- team."},{"key":"e_1_2_1_8_1","volume-title":"Designing and Starting up a Customer- Experience Transformation.\" McKinsey & Company","year":"2020","unstructured":"Duncan, Ewan, \" Designing and Starting up a Customer- Experience Transformation.\" McKinsey & Company , 20 Oct. 2020 , www.mckinsey.com\/business-functions\/operations\/ourinsights\/ designing-and-starting-up-a-customer-experiencetransformation. Duncan, Ewan, et al. \"Designing and Starting up a Customer- Experience Transformation.\" McKinsey & Company, 20 Oct. 2020, www.mckinsey.com\/business-functions\/operations\/ourinsights\/ designing-and-starting-up-a-customer-experiencetransformation."},{"key":"e_1_2_1_9_1","unstructured":"\"Designing and Starting up a Customer-Experience Transformation.\" McKinsey & Company 20 Oct. 2020 www.mckinsey.com\/business-functions\/operations\/ourinsights\/ designing-and-starting-up-a-customer-experiencetransformation  \"Designing and Starting up a Customer-Experience Transformation.\" McKinsey & Company 20 Oct. 2020 www.mckinsey.com\/business-functions\/operations\/ourinsights\/ designing-and-starting-up-a-customer-experiencetransformation"}],"container-title":["ACM SIGSOFT Software Engineering Notes"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3520273.3520276","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/dl.acm.org\/doi\/pdf\/10.1145\/3520273.3520276","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,6,17]],"date-time":"2025-06-17T18:10:32Z","timestamp":1750183832000},"score":1,"resource":{"primary":{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3520273.3520276"}},"subtitle":["Great Customer Experience and the Key Elements Needed to Create One"],"short-title":[],"issued":{"date-parts":[[2022,4,25]]},"references-count":9,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2022,4,25]]}},"alternative-id":["10.1145\/3520273.3520276"],"URL":"https:\/\/doi.org\/10.1145\/3520273.3520276","relation":{},"ISSN":["0163-5948"],"issn-type":[{"value":"0163-5948","type":"print"}],"subject":[],"published":{"date-parts":[[2022,4,25]]},"assertion":[{"value":"2022-04-26","order":2,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}