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Customer Experience Excellence

Six Strategies to Deliver Exceptional Growth in 90 Days

Apply the lessons from the world's most elite organizations and make customer excellence a habit by creating frictionless and authentic human connections.
EAN: 9781398600997
Edition: 1
Format: 234x156
272 pages

About the book

Discover how the world's best brands create outstanding customer experience, engaged teams and market-beating growth with this practical guide, providing a model that will help any organization deliver effective and seamless customer engagement.

Customer experience (CX) has been a phrase in business lexicon for over 30 years. Seen by many as the last battleground, where winners will gain competitive advantage and increased market share, there is not a company in the world that is not in some way focused on the quality of the experience they deliver.

However, for many businesses, CX is neither a strategic discipline, consistently applied, nor is it a well-trodden path. It's not easy to deliver exceptional customer experience, again and again, and it becomes difficult to have a CX strategy that provides tangible and measurable results.

Customer Experience Excellence provides a route map to CX success. Drawing on a vast body of research collated and curated by the global consulting group KPMG, this book shows how the world's most elite organizations have made excellence a habit, by creating authentic, human connections at scale. Whether dealing with external consumers or internal colleagues, learn how to become an enlightened and agile business and 'think customer' at every single touch point.

About the authors

Tim Knight is a partner with KPMG, based in the UK. He runs KPMG Nunwood, an insight, analytics and customer experience business. He chairs the Customer Experience Excellence Centre, the world's largest CX think tank. He has a background in customer experience, strategy and analytics built up in Europe, North America and APAC.

David Conway is Senior Associate Director with KPMG and co-manages KPMG's Customer Experience practice, based in the UK. He is a former board director of N&P Building Society, Liverpool Victoria Group and The Co-operative Bank, where he delivered world-class experiences to 6.5 million customer and led the design and launch of the group's Smile brand.