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Human-Driven Experience
book

Human-Driven Experience

by Robert Harles
October 2022
Beginner to intermediate
256 pages
5h 41m
English
Wiley
Content preview from Human-Driven Experience

Index

  • Accenture organization, 4, 31
    • Accenture Strategy Global Consumer Pulse Research, 100
    • author's personal experience at Accenture Interactive, xvii–xviii, xix
    • Bionic (part of Accenture Song), 29
    • quality assurance meetings, 200
    • research into customer experience, 11–12
    • ‘Shaping the Sustainable Organization” report, 67
    • surveys, 58
    • Tech Vision research, 57–58
  • Advertising, 3, 73, 115, 149, 153, 154
    • Facebook, 64
    • Mad Men campaign, 154, 156
    • online, 58
    • personalized care and recognition, 58
    • streaming services, 88, 89
  • Aging population, needs of, 194–195
  • Agricultural Revolution, xviii
  • Akita, Lailah Gifty, 77
  • Algorithms, 182
  • Amazon
    • Alexa, 86, 93
    • comparison with Sears Holdings, 7–8, 74
    • delivery dates, failure to honor, 17–18
    • growth of, 7–8
    • loss of trust in, 167–168
    • ordering systems, improving, 18–19
    • personalization versus humanization, 81–82
    • reasons for success, 7–8, 15–16
  • American Dream, 54
  • Apple, 87, 153, 193, 194
  • Apple Store, 193–194
  • Artificial intelligence (AI), xviii, 130
  • AT&T, 193
  • Attenborough, David, 1, 2
  • Augsburger, David, 7
  • Automatic cars, 45
  • Aziz, Afdhel, 99

 

  • B2B (Business-to-Business) companies, 84, 112, 133, 198
  • B2C (Business-to-Consumer) companies, 112, 133, 198
  • Bank–customer relationship, 26–27
  • Bezos, Jeff, 15, 168
  • Big Tech, 65
  • Bill of rights
    • creating a digital bill of rights, 162–166
    • for customers, employees and stakeholders, 106, 109, 164–165, 168
  • Biodiversity, 2
  • Black Death, 197–198
  • Black Monday, 29, 162
  • Bloomberg, ...
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Publisher Resources

ISBN: 9781119812982Purchase Link