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Index
Title Page
Copyright Page
Dedication
Contents
INTRODUCTION Mastering the Outside In Challenge
PART I THE VALUE OF CUSTOMER EXPERIENCE
1 You Need Your Customers More Than They Need You
2 Customer Experience Means Billions to Business
3 The Customer Experience Ecosystem
PART II THE SIX DISCIPLINES OF CUSTOMER EXPERIENCE
4 From Bumper Sticker to Business Discipline
5 Strategy
6 Customer Understanding
7 Design
8 Measurement
9 Governance
10 Culture
PART III HOW CUSTOMER EXPERIENCE TRANSFORMS COMPANIES
11 The Natural Path to Customer Experience Maturity
12 The Rise of the Chief Customer Officer
13 The Customer Experience Race Is On
What Next?
Acknowledgments
Notes
Case Index
Index
About the Authors
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