Customer Experience (CE) is becoming seen as a key component of
business strategy, yet knowing the practical steps of what to do can be
tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business.  

From
Customer Journey Mapping to using Big Data, this is the ultimate
Customer Experience manual for businesses, whatever the size of your
company. Split into two parts, you’ll discover:  

• Why customer experience is so important in business – and how it applies to you
•
How to use customer experience tools in your business – step by step
guides on how to use CX metrics and how to learn from them  

Alongside
the theory and practical how-to guidance, there will be a range of
examples of ‘thinking differently’ about everyday situations to engage
the reader. Plus, with case studies from International Companies,
readers will discover not only what works well but also the hard lessons
they have learned.  

The Customer Experience Book shows you how to understand, measure and improve customer experience in your business, whatever your level.