Transform Customer Experience: How to achieve customer success and create exceptional CX
Author:   Isabella Villani
Publisher:   John Wiley & Sons Australia Ltd
ISBN:  

9780730368366


Pages:   288
Publication Date:   18 January 2019
Format:   Paperback
Availability:   Manufactured on demand   Availability explained
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Transform Customer Experience: How to achieve customer success and create exceptional CX


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Full Product Details

Author:   Isabella Villani
Publisher:   John Wiley & Sons Australia Ltd
Imprint:   John Wiley & Sons Australia Ltd
Dimensions:   Width: 15.20cm , Height: 2.30cm , Length: 22.90cm
Weight:   0.544kg
ISBN:  

9780730368366


ISBN 10:   073036836
Pages:   288
Publication Date:   18 January 2019
Audience:   General/trade ,  General
Format:   Paperback
Publisher's Status:   Active
Availability:   Manufactured on demand   Availability explained
We will order this item for you from a manufactured on demand supplier.

Table of Contents

Foreword by Don Peppers vii About the author xi Acknowledgements xiii Introduction xv 1. Customer experience today 1 2. Your CX strategy 25 3. Building a CX culture 47 4. Personalising the experience 67 5. Customer journey mapping 83 6. Omnichannel CX 115 7. Customer success metrics 145 8. Insights into action 175 9. Stories from CX experts 195 10. The future of CX 209 Appendix I: A few general notes 231 Appendix II: Abbreviations 235 Endnotes 237 Glossary 245 References 253 Index 259

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Author Information

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. www.isabellavillaniauthor.com

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