eBook: Understanding customer experience management


In this era of the referral economy, the customer experience has more influence than ever on the success of your business. Our connected, online lives amplify the power of recommendation and complaint, and widespread category disruption and the rise of subscription business models contribute to a changing landscape.

A robust customer experience programme requires a comprehensive approach to understanding the customer journey and improving both processes and employee behaviours to positively impact brand perception.

This eBook will explain the value of a customer experience programme and the importance of following a complete approach.

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