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Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results
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DISTINGUISHED FAVORITE: NYC Big Book Award 2021 - Marketing&PR
Many organizations and leaders struggle to respond effectively to fast-evolving customer expectations driven by innovations in products, services and technologies such as AI and mobile. Failing to build the necessary strategy, culture and processes, they suffer from high costs, dissatisfied customers and brand damage.
The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to sh...