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Author:   Sapna Popli (Institute of Management Technology (IMT), Ghaziabad, India) ,  Bikramjit Rishi (Institute of Management Technology (IMT), Ghaziabad, India)
Publisher:   Emerald Publishing Limited
Imprint:   Emerald Publishing Limited
Weight:   0.481kg
ISBN:  

9781839097119

ISBN 10:   1839097116
Pages:   256
Publication Date:   04 May 2021
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Hardback
Publisher's Status:   Active
Availability:   In Print  
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Table of Contents

Chapter 1. The What, Why and How of Customer Experience; Sapna Popli and Bikramjit Rishi Chapter 2. Getting into the Customer’s Shoes – Customer Journey Management; Bikramjit Rishi and Sapna Popli Chapter 3. Emotions –The Essence of Customer Experience; Irfan A. Rizv and Sapna Popli  Chapter 4. Recipe for a Great Customer Experience – The three voices; Ashita Aggarwal  Chapter 5. Technology and the Future of Customer Experience; Vandana Srivastava; Sanjeev Kishore and Deepika Dhingra  Chapter 6. Customer Experience By Design or By Accident; Smitha Girija and Devika Rani Sharma  Chapter 7. Breaking Corporate Silos – Making Customer Experience Work; Anindita Banerjee  Chapter 8. The Business Case for Customer Experience; Meena Bhatia and Pankaj Priya  Chapter 9. Customer Experience: A Business to Business Context; Dinesh Sharma and Sumanjit Dass  Chapter 10. Customer Experience Management – The Road Ahead; Sapna Popli and Bikramjit Rishi

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Author Information

Sapna Popli is Professor of Marketing at IMT Ghaziabad, India, specialising in customer experience. Her research interests include customer experience management, service excellence, service orientation and service leadership. Bikramjit Rishi is Associate Professor of Marketing at IMT Ghaziabad, India. He is co-editor of Contemporary Issues in Social Media Marketing (2017) and editor of Islamic Perspectives on Marketing and Consumer Behavior (2015).

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