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The Digital-First Customer Experience

Seven Design Strategies from the World’s Leading Brands

Deliver a touchless experience which creates an emotional moment for your customers that matches the emotional connection typically delivered by frontline staff.
EAN: 9781398612631
Edition: 1
Published:
Format: 234x156
288 pages

About the book

The definitive guide to designing and delivering experiences that will exceed consumer expectations in the digital market place.

In a digital first world, most companies have a lot of choice about how to get their product in front of their customers. Whether selling a service or a physical merchandise, an effective zero-touch customer experience needs to be an aspiration. But organizations are confounded by the convergence of technologies, the emergence of a new breed of competitors and a culture change brought about by shifts in where people live, work and how they pay.

In this book, customer experience expert, Joe Wheeler, provides a definitive guide to designing and delivering experiences that will exceed consumer expectations in the digital market place. Drawing on examples of what good looks like, from companies diverse as Spotify, NIKE, Amazon, Starbucks and insurance disruptor, Lemonade, The Digital Customer Experience Playbook introduces seven essential strategies for designing and delivering a digital-first strategy that customers will love.

About the authors

Joe Wheeler is the Chief Executive Officer of CX/digital and Bluemvmt. He was previously the Executive Vice President of Decooda, a leading AI company and President of CX Workout, the world's first SaaS software platform enabling customer co-creation. He led the Customer Experience Consulting business for the Forum Corp and was Managing Director of Customer Experience at Fleet Boston Financial. He is based in Boston MA.