Overview

Your customers are your future. Smartphones, social media, and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards, and reshaping your business with customer experience (CX) at its heart. From services to products, online to in-person, small-scale to multinational, your customers' loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution. Transform Customer Experience offers real-life insights into effective strategies for developing and implementing Customer Experience (CX) programs in a range of corporate, governmental, and non-profit environments.

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Isabella Villani is a thought leader who has worked for more than twenty years in CX. Her book Transform Customer Experience draws on her experience in CX strategy and transformation, in organizations 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 recognized for her infectious passion. Jonathan Yen is a commercial voice-over artist and Earphones Award-winning audiobook narrator. He was inspired by the Golden Age of Radio, and while the gold was gone by the time he got there, he has carried that inspiration through to commercial work, voice acting, and stage productions. From vintage Howard Fast science fiction to naturalist Paul Rosolie's true adventures in the Amazon, he loves to tell a good story.

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