This field manual is a CX leader’s practical guide for starting a new or improving an existing customer experience management program. Whether you are brand new to a customer experience management role, or a veteran, this book offers you valuable frameworks, ideas, and examples for building your CX program that improves operational efficiency and customer intimacy.
Many CX programs suffer the pitfalls of unclear objectives, piecemeal implementation, and resistance to change, causing them to fail to deliver business value.
This book is designed as a desktop reference guide offering a well-researched and endorsed holistic approach to customer experience management using eight core CX functions with chapters detailing how to implement each. Notably, CX leaders can adapt the concepts in this book to any size or type of organization wishing to create or refine its customer experience management program.