Lead your organization with a customer experience vision that captures the voice of the customer and empowers employees to improve how they develop, market and

Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisation’s strategic aims and goals c

The definitive guide to designing digital-first experiences customers love. In his third book on the topic of customer experience, bestselling author and consul

Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of

We are passing through a paradigm shift and surviving in this upcoming paradigm doesn't seem possible through traditional marketing and management strategies. T