The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers

  • 8h 44m 50s
  • Reza Soudagar, Vinay Iyer, Volker G. Hildebrand
  • Recorded Books, Inc.
  • 2012

Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies, three innovators bring you practical and proven ways to create your customer experience programs and overall business strategies. The key is to strike a balance between programs that are effective but prohibitively expensive and programs that fail to dedicate enough resources to be effective. In the middle ground lie the tools that everyone overlooks--foundational and disruptive technologies.

In this Audiobook

  • Chapter 1: Customer Experience in the “New Normal”
  • Chapter 2: The Four Essentials of a Profitable Customer Experience
  • Chapter 3: B2B Customer Experience: Same Animal, Different Spots
  • Chapter 4: Throwing Out the Old Playbook
  • Chapter 5: The New Customer Experience Recipe
  • Chapter 6: A Fresh Look at the Top and Bottom Lines
  • Chapter 7: The Underlying Foundation for the Customer Experience Edge
  • Chapter 8: Adding Disruptive Technologies to Advance the Game
  • Chapter 9: IT as the Catalyst of CE Transformation
  • Chapter 10: Ten On-Ramps to the Customer Experience Freeway
  • Chapter 11: Measures of Success
  • Chapter 12: Emerging Economies: Exporting a Profitable Customer Experience
  • Chapter 13: The Future of the Customer Experience
  • Chapter 14: Action Items for Achieving the Customer Experience Edge