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Transform Customer Experience: How to achieve customer success and create exceptional CX Paperback – 18 Jan 2019
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From the Back Cover
'Transform Customer Experience ... is absolutely jam-packed with the latest thinking, the most competitively successful ideas and practical case studies from around the world.' DON PEPPERS, best-selling author and global CX authority
Your customers are your future
Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards and reshaping your business with customer experience (CX) at its heart.
From services to products, online to in-person, small-scale to multinational, your customers' loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution. Learn how to:
- develop and implement your CX strategy
- align your organisation's culture around CX
- map your customer's journey using best practice templates
- engage your customers across multiple channels
- respond to current and future customer trends and technologies, such as artificial intelligence.
Transform Customer Experience explains why you need to embed customer experience in your organisation and shows you how to do it.
About the Author
Isabella Villani is a thought leader who has worked for more than 20 years in CX. This book draws on her experience in CX strategy and transformation, in organisations from banking to retail, government to telecommunications, and energy to health. Founder and Chief Customer Officer of Exceed Global, she has earned a global reputation as a speaker and is recognised for her infectious passion.