Publisher's Synopsis
In today's fast-changing world, planning and managing the Customer eXperience (CX) is no doubt a key differentiator. This book gives a complete overview of CX including its development over time, key drivers shaping its future, the customer-centricity aspect and much more. It unpacks the methods, tools and cultural shifts that businesses need; in order to create unforgettable experiences. Featuring insights and actionable steps, this essential overview guide empowers leaders, employees and innovators to redefine service and build lasting customer relationships in the CX revolution.
