Customer Experience Innovation: How to Get a Lasting Market Edge

Customer Experience Innovation: How to Get a Lasting Market Edge


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Product Details

ISBN-13: 9781787547872
Publisher: Emerald Publishing Limited
Publication date: 08/13/2018
Pages: 232
Product dimensions: 6.00(w) x 9.00(h) x (d)

About the Author

Dr Robert Dew started out as a physicist, but quickly realised professional scientists rarely ‘get the girl’. Several career reinventions evolved his career to consulting in innovation management and customer experience (CX). As the principal of Coriolis Innovation, he now has almost 20 years’ experience helping companies grow. He has consulted for many large Australian firms, while at the same time as a business angel he founded 48 start-ups and invested in 4 other private firms. As an academic his PhD relates to increasing creativity in organisations with strong corporate governance. He has lectured in Competitive Strategy, Entrepreneurship and Creative Problem Solving as a visiting professor at 8 universities across Europe, Asia and Australia. As a 10-year member for the International Society of Innovation Managers (ISPIM) he chaired their Advisory Board for two years and continues to front their conference rock band as lead singer. He believes ‘You can’t learn less. Insight driven innovation is the surest path to extraordinary profitability.’
Cyrus Allen brings extensive experience driving customer agendas in large organisations both within Australia and internationally. Prior to becoming a Managing Director for Stativity Australia, Cyrus held senior customer experience roles within the Telecommunications & Finance sectors. As Director Customer Experience at Telstra Corporation, he established the customer experience program and deployed their first brand experience facility (the Telstra Experience Centre), and drove the experience agenda as Head of Digital Customer Experience at ANZ Banking Group. He believes ‘A great promise well delivered is the cornerstone of a successful brand.’

Table of Contents

Chapter 1. Introducing Sheep and Pirates
Chapter 2. Why Improving Your CX is Important
Chapter 3. Understanding Competitive Advantage
Chapter 4. How to Benchmark Your CX
Chapter 5. How to design incremental CX improvements
Chapter 6. How to evolve or transform your CX
Chapter 7. Bringing it all together

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