Index
- Aboud, Anthony 64, 171, 197, 205, 227–228
- Acquia 11–12
- advisers, trusted 97–98
- aggegators 121
- Airbnb 29
- Aldi 120
- Allinson, Stacey 64, 227
- Amazon 121, 127, 215
- Apple 222
- apps 119–120, 222
- artificial intelligence (AI) 212, 225, 228
- assurance, CX 168–169
- augmented reality 216
- Australian Fair Work Ombudsman 64, 158, 198–199
- Australian population 69–70
- Australian Taxation Office 63, 157, 196
- Australia Post 211
- automation 211, 228
- awareness, CX 85–86
- Bailey, Ian 64–65, 129, 195–196, 204, 227
- Bank of Ireland 63–64, 170, 198
- barriers 93–94
- benchmarks 26
- big data 220–221
- Blockbuster Video 1
- BMW 215
- BOPS (Buy Online Pick up in Store) 117–118
- brand 1, 15, 31, 47, 50, 155, 158, 185
- bricks and mortar stores 3, 4, 5, 106, 116–117
- Bugg, Fergus 63, 200–201, 228
- Calagione, Sam 53–54, 222
- call centres see contact centres
- cancellation, service 94
- Carroll, Dave 21–22
- case studies and examples 11–12, 21–22, 31–33, 40, 42–43, 44–45, 53–54, 56–59, 68, 72–73, 86–87, 113–114, 122–125, 130–131, 132–135, 135–144, 155–156, 168–169, 175–179, 180–184, 185–190, 190–193, 195–207, 217–218, 223–224, 226–229
- champions, CX 49–50; see also leadership
- change, pace of 71, 73–74, 209
- channels 9, 12, 33, 35, 36, 84, 86, 89, 101, 104, 106, 115, 144; see also omnichannel CX
- chat see web chat
- chatbots 126
- churn, customer 38, 100, 155–156, 159, 167, 170, 171; see also retention, ...
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