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Data-Driven Customer Experience Transformation: Optimize Your Omnichannel Approach - Couverture souple

Zaki, Mohamed

 
9781398617391: Data-Driven Customer Experience Transformation: Optimize Your Omnichannel Approach
Couverture souple
ISBN 10 : 1398617393 ISBN 13 : 9781398617391
Editeur : Kogan Page, 2025

Synopsis

We are living in an experience-driven economy, where the customer's experience is paramount and even beloved brands risk losing market share due to a single negative customer experience. In our technology-led, omnichannel environment, one of the biggest risks for brands is a lack of consistency in their customer experience across digital, physical and social channels. Data-driven Customer Experience Transformation provides insights and frameworks for creating delightful customer experiences across all three channels, by leveraging data and the latest technologies. Using cutting-edge research from the Cambridge Service Alliance, at the University of Cambridge, this book explores the importance of omnichannel customer-centricity across all sectors and takes you on a journey from setting your strategy, through designing and managing your customer experiences in real-time. It explores how AI can be used to identify opportunities and predict engagement, as well as how to use data to understand customer loyalty, forge stronger customer relationships and drive growth. By combining academic rigour with real-world examples from leading companies such as Microsoft, KFC and Emirates Airline, this book is the ultimate guide to designing and implementing an exceptional data-driven customer experience across all channels, whether you work in B2B, B2C or public services.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de l'auteur

Mohamed Zaki is Professor at the Institute for Manufacturing, Department of Engineering, University of Cambridge and Deputy Director of Cambridge Service Alliance. He has 100+ publications in highly ranked service management journals, top conferences and practical outlets such as the Harvard Business Review. He has consulted and lectured for over 50 organisations, including Manchester United, Caterpillar and IKEA. He is course leader for the Data-Driven Design for Customer Experience (CX) online course at Cambridge University Press and Assessment. He was awarded the Industry Impact in Services Award by the Cambridge Service Alliance in 2025.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Kogan Page
Date d'édition
2025
Langue
anglais
ISBN 10 
1398617393
ISBN 13 
9781398617391
Reliure
Broché
Numéro d'édition
1
Nombre de pages
336
Coordonnées du fabricant
non disponible
Personne responsable
gpsr@libri.de
gpsr@libri.de

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