Overview

This book covers the fundamental elements to customer experience management in a profession that has many advanced concepts. It is intended for the beginner in that sense and it intended to provide the reader with basic best practices in CX

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Karl has spent over thirty years in high-tech research and manufacturing B2B organizations and has built a proven set of practical skills and business acumen. Throughout his career he has served a broad range of roles within marketing, sales, training, and training management-developing internal and external customer relationship skills and building a decided customer-centric focus along the way. As the Founder and CEO of HorizonCX, Karl offers professional services to both individuals aiming to begin their Customer Experience journey and organizations aiming to take their CX strategies to a next higher level.During his last ten years in corporate, Karl served as a Customer Experience Leader where he and his team focused on driving those elements of the customer relationship and experience that increased customer satisfaction, reduced customer churn, and increased customer lifetime value.Karl is steeped in the Customer Experience Management profession both in theory and through firsthand practical experience. Through his education and knowledge of adult education and learning styles plus prior experiences as a training director, he offers additional skills in developing structured learning environments.Karl holds a master's degree in education from Boston University. He was a founding member of the Customer Experience Professionals Association (CXPA), served on the CXPA Board of Directors from 2011 to 2015, and established the local CXPA Boston Network. Karl is also a singer-songwriter/musician and has recorded two full-length CDs of original music.

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