book

Transform Customer Experience

December 2018

Intermediate to advanced

288 pages

6h 48m

English

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Meet the new customer Customer expectations Adapting to the age of the customer
Collaboration and coordination Service innovation Tackling emotion Creating a CX ecosystem Building blocks of a CX strategy The finished CX strategy
Cascading from the board and C-suite Culture tips from CX experts
Segmenting customers by demography Segmenting customers by buying patterns Segmenting customers by value Customer personas
Ideas for customer journey maps Eric’s fridge purchase Assembling your journey map The evolving map

Redrawing the retail map Groceries: getting out of the slow lane Finding new channels a home Social media Mending broken channels
Voice of the customer program Customer-centric data collection Knowing your customers Choosing your data Customer experience measures Staff performance metrics Operational and channel metrics Financial metrics Metrics in practice Customer success metrics summed up
The successes The failures
Changes in the channels Technologies to augment CX Data and analytics Co-creation Customer feedback and insights Operations CX futures — thoughts from the experts Conclusion

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Isabella Villani

Alan Pennington

Roy Barnes, Bob Kelleher

Roy Barnes, Bob Kelleher

ISBN: 9780730368366Purchase book