The customer experience edge, technology and techniques for delivering an enduring, profitable and positive experience to your customers, by Reza Soudagar, Vinay Iyer, Volker Hildebrand
Type
Label
The customer experience edge, technology and techniques for delivering an enduring, profitable and positive experience to your customers, by Reza Soudagar, Vinay Iyer, Volker Hildebrand
Language
eng
Bibliography note
Includes bibliographical references and index
Index
index present
Literary Form
non fiction
Main title
The customer experience edge
Nature of contents
bibliography
Oclc number
757802731
Responsibility statement
by Reza Soudagar, Vinay Iyer, Volker Hildebrand
Sub title
technology and techniques for delivering an enduring, profitable and positive experience to your customers
Table Of Contents
Customer experience : the new competitive battleground -- Customer experience in the new normal -- The four essentials of profitable customer experience -- Case study: "Grocer moves shopping to the palms of customers' hands" -- B2B customer experience: different animal, same spots -- Case study: "Focus on customer success yields substantial cost savings at synopsys" -- Making it happen -- Throwing out the old playbook -- Mini profile: "Cardinal health transforms customer experience with a cross-company service system" -- The new customer experience recipe -- Mini profile: "Through engagement and interaction, the lego group plays well with customers" -- A fresh look at the top and bottom lines -- Technology : the core ingredient -- The underlying foundation for the customer experience edge -- Case study : customers, not cars, now drive auto importer's strategy -- Adding disruptive technologies to advance the game -- Case study: "Cementing customer bonds" -- It as the catalyst of ce transformation -- Sustaining the "wow" -- Ten on-ramps to the customer experience freeway -- Measures of success -- Emerging economies : exporting profitable customer experience -- Mini profile: "Customer experience at akbank surpassed only by turkish bank's growth" -- The future of customer experience -- Action items for the customer experience edge -- Afterword: customer experience edge in action at SAP