CX-PRO
eBook - ePub

CX-PRO

A Practical Guide for the New Customer Experience Manager

Karl Sharicz

  1. English
  2. ePUB (mobile friendly)
  3. Available on iOS & Android
eBook - ePub

CX-PRO

A Practical Guide for the New Customer Experience Manager

Karl Sharicz

Book details
Table of contents
Citations

About This Book

This book covers the fundamental elements to customer experience management in a profession that has many advanced concepts. It is intended for the beginner in that sense and it intended to provide the reader with basic best practices in CX

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Information

Publisher
Palmetto Publishing
Year
2023
ISBN
9798822914551
Edition
1
Topic
Negocios y empresa
Subtopic
Relaciones con los clientes

Table of contents

  1. Cover
  2. Title
  3. Copyright
  4. Contents
  5. Foreword
  6. Preface
  7. Acknowledgements
  8. Introduction
  9. Chapter 1—Building a Customer Experience Strategy
  10. Chapter 2—Systems Thinking (The Big Picture)
  11. Chapter 3—Customer Experience Design
  12. Chapter 4—Customer Experience Governance
  13. Chapter 5—Customer Experience Maturity Assessments
  14. Chapter 6—Customer Journey Management
  15. Chapter 7—CX Metrics and Measurement
  16. Chapter 8—Survey Instrument Development
  17. Chapter 9—Survey Deployment and Distribution
  18. Chapter 10—Closed Loop Systems and Case Management
  19. Chapter 11—Analytical Techniques
  20. Chapter 12—Voice of the Customer (VoC) Survey Platforms
  21. Chapter 13—Change Management
  22. Chapter 14—Assessing and Measuring Success
  23. Chapter 15—The Criticality of the Customer Service Experience
  24. Chapter 16—Putting it All Together in Practice
  25. Appendix
  26. About the Author