Discover how the world's best brands create outstanding customer
experience, engaged teams and market-beating growth with this practical
guide, providing a model that will help any organization deliver
effective and seamless customer engagement.
Customer experience (CX) has been a phrase in business lexicon for over
30 years. Seen by many as the last battleground, where winners will gain
competitive advantage and increased market share, there is not a company
in the world that is not in some way focused on the quality of the
experience they deliver.
However, for many businesses, CX is neither a strategic discipline,
consistently applied, nor is it a well-trodden path. It's not easy to
deliver exceptional customer experience, again and again, and it becomes
difficult to have a CX strategy that provides tangible and measurable
results.
Customer Experience Excellence provides a route map to CX success.
Drawing on a vast body of research collated and curated by the global
consulting group KPMG, this book shows how the world's most elite
organizations have made excellence a habit, by creating authentic, human
connections at scale. Whether dealing with external consumers or
internal colleagues, learn how to become an enlightened and agile
business and 'think customer' at every single touch point.
