Name: Transform Customer Experience: How to Achieve Customer Success and Create Exceptional CX
Brand: Wiley
SKU: 9780730368366
Price: 1433.0 INR
Availability: OutOfStock

Transform Customer Experience: How to Achieve Customer Success and Create Exceptional CX

by Isabella Villani

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ISBN13: 9780730368366
Binding: Paperback
Subject: N/A
Publisher: Wiley
Publisher Imprint: Wiley
Publication Date: December 26, 2018
Pages: 224
Original Price: USD 22.0
Language: English
Edition: N/A
Item Weight: 386 grams
BISAC Subject(s): Customer Relations

About The Book

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.

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