Advanced Search Request a Book

ORDERS

Readings Orders 0

DEMANDS

Readings Demands 0

The Digital-First Customer Experience: Seven Design Strategies From the World's Leading Brands
[Paperback - 2023]
joe wheeler
Out of Stock
Availability in 6-8 weeks on receipt of order
List Price: £24.99
Our Price: Rs.8595
Category: Business
Sub-category: Management
Publisher: Kogan Page Uk | ISBN: 9781398612631 | Pages: 328
Shipping Weight: | Dimensions:
Notify

Description

The definitive guide to designing digital-first experiences customers love. In his third book on the topic of customer experience, bestselling author and consultant Joe Wheeler tackles the challenges many organizations are facing as they attempt to design compelling experiences in a digital-first world. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Part One introduces the new "3 Cs", key trends associated with technology convergence, competition and culture change in a post-pandemic world. Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale.

About the Author

Joe Wheeler is a bestselling author, speaker and consultant. He is the CEO of CX/Digital, a subsidiary of The Service Profit Chain Institute (SPCI), a Boston-based consulting firm he co-founded with Professors Len Schlesinger, James Heskett and W. Earl Sasser of the Harvard Business School. He is the co-author of two previous books on the topic of employee and customer experience: The Ownership Quotient (2008) and Managing the Customer Experience (2002). Prior to launching The Service Profit Chain Institute, he was the Quality and Productivity Executive for Bank of America. Prior to this, he was Executive Vice President with The Forum Corporation, where he managed the firm s Customer Experience Consulting Practice. He earned his MBA from Edinburgh Business School and lives in Hingham, Massachusetts.

Bestsellers in Business

View All
The Lean Startup
[Paperback - 2011]
eric ries
Out of Stock
Availability in 6-8 weeks on receipt of order
List Price: £14.99
Our Price: Rs.2995
Who Moved My Cheese? An Amazing Way To Deal With Change In Your Work And In Your Life
[Paperback - 1999]
dr spencer johnson
In Stock
List Price: £8.99
Our Price: Rs.1295
Principles: Life And Work
[Hardback - 2017]
ray dalio
In Stock
List Price: £30
Our Price: Rs.7395
Tools Of Titans: The Tactics, Routines And Habits Of Billionaires, Icons And World-Class Performers
[Paperback - 2016]
timothy ferriss
In Stock
List Price: £25
Our Price: Rs.3395
Linchpin: Are You Indispensable? How To Drive Your Career And Create A Remarkable Future
[Paperback - 2018]
seth godin
Out of Stock
Availability in 6-8 weeks on receipt of order
List Price: £9.99
Our Price: Rs.2295
Atomic Habits: An Easy And Proven Way To Build Good Habits And Break Bad Ones
[Paperback - 2018]
james clear
In Stock
List Price: £17.99
Our Price: Rs.4045
The Laws Of Human Nature
[Paperback - 2019]
robert greene
In Stock
List Price: $25
Our Price: Rs.3995
The Wealth Of Nations
[Paperback - 2003]
adam smith
Out of Stock
Availability in 6-8 weeks on receipt of order
List Price: $9.99
Our Price: Rs.2045
Freakonomics: A Rogue Economist Explores The Hidden Side Of Everything
[Paperback - 2009]
steven d. levitt
In Stock
List Price: £5.99
Our Price: Rs.1445
Rich Dad Poor Dad
[Paperback - 2017]
robert t. kiyosaki
In Stock
List Price: $8.99
Our Price: Rs.2295
Chip War: The Fight For The World's Most Critical Technology
[Paperback - 2022]
chris miller
On Demand
Availability in 6-8 weeks on receipt of order
List Price: £14.99
Our Price: Rs.4195
The World For Sale: Money, Power And The Traders Who Barter The Earth's Resources
[Paperback - 2022]
javier blas
In Stock
List Price: £10.99
Our Price: Rs.2545