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October 14, 2021 2022-09-22 5:23Book
"This is the Future"
- Book Preview at London Expo
"This is theFuture"
- Book Preview atLondon Expo
Customer Experience Design Book
This is said to be the ‘Age of the Customer’ where business battles will be won through differentiated customer experience.
There is a huge need for customer experience professionals, as well as aspiring customer centric companies, to learn and apply the winning principles of delivering great customer experience.
This Customer Experience Design Book is written to help individuals and organizations get fundamental understanding of the customer experience domain through interactive exercises and illustrations.
The book also provides guidance to those who want to become an Internationally Certified Customer Experience Professional (CCXP), the accreditation provided by CXPA after a thorough assessment.
Ultimately, this book is a unique resource that is designed to help individuals and organizations across the globe raise the bar of customer experience.
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Five disciplines of Customer Experience
Step #1
Culture & Accountability
The set of practices required to create a culture that delivers great customer experience with clearly defined organizational structure.
Step #2
Customer Insights & Understanding
The set of practices required to create a clear picture of target customers and the experiences they want.
Step #3
Metrics, Measurement & ROI
The set of practices required to measure customer experience quality on an ongoing basis.
Step #4
Design, Implementation & Innovation
The set of practices required to design the elements of customer interactions in alignment with the company brand.
Step #5
Customer Experience Strategy
The set of practices required to define a clear vision that guides the activities and resources of the organisation.