Customer Experience 5

Customer Experience 5 (CX5)

In the fifth bestselling outing, 18 international customer experience (CX) professionals share their current best-thinking, strategies and insights for achieving impact and visibility using world-class, best-practice CX principles.

This is the much anticipated follow-up fifth volume packed with frontline experience, insight and value for professionals wanting to dramatically enhance the customer experience in their organization.

In late 2021, CX3 was ranked in Qualitrics Top Ten must-read CX books. They said:

These frontline professionals’ personal take on Voice of the Customer (VoC) insights, customer-centric culture and more gives you global insights without having to leave your desk.’

Editors: Naeem Arif, Andrew Priestley.

Contributors are experienced, qualified CX experts and professionals working worldwide including Sirte Pihlaja, Diane Magers, Nick Lygo-Baker, Hamdi Al-Amawi, Philip Rürup, Scott Lee Holloway, Olga Guseva, Georges Essama, Gabriela Geeson, Vaishali Dialani, Natalia Kim, Steve Belgraver, Sebastien Munar, Sandra Thompson, Faran Niaz, Jonathan Daniels and Ahmed Alfaddagi.

Topics include:

• Machine customers
• AI and leveraging digital technology
• CX and niche services ie financial services
• CX transformations
• Customer Research Insights And Understandings
• CX Strategy
• Metrics, Measurements And ROI/ROX
• Design, Implementation And Innovation
• Culture And Accountability
• Customer centricity

The Customer Experience series has quickly become the go-to independent review for CX best practice worldwide.

CX; CX strategy; customer experience; CX programmes; CX leadership; VOC; customer experience programming; customer journey; customer leadership; customer satisfaction; net promoter score; Voice of Customer; BoD; customer experience; CX; Voice of Customer VOC; CX leadership; customer journey journey mapping; consumer behaviour; customer service;