eBook - ePub

Data-Driven Customer Experience Transformation

Name: Data-Driven Customer Experience Transformation
Author: Mohamed Zaki

Optimize Your Omnichannel Approach

Mohamed Zaki,

English
ePUB (mobile friendly)
Available on iOS & Android

eBook - ePub

Data-Driven Customer Experience Transformation

Optimize Your Omnichannel Approach

Mohamed Zaki,

About this book

We are living in an experience-driven economy, where the customer's experience is paramount and even beloved brands risk losing market share due to a single negative customer experience.

In our technology-led, omnichannel environment, one of the biggest risks for brands is a lack of consistency in their customer experience across digital, physical and social channels. Data-driven Customer Experience Transformation provides insights and frameworks for creating delightful customer experiences across all three channels, by leveraging data and the latest technologies. Using cutting-edge research from the Cambridge Service Alliance, at the University of Cambridge, this book explores the importance of omnichannel customer-centricity across all sectors and takes you on a journey from setting your strategy, through designing and managing your customer experiences in real-time. It explores how AI can be used to identify opportunities and predict engagement, as well as how to use data to understand customer loyalty, forge stronger customer relationships and drive growth.

By combining academic rigour with real-world examples from leading companies such as Microsoft, KFC and Emirates Airline, this book is the ultimate guide to designing and implementing an exceptional data-driven customer experience across all channels, whether you work in B2B, B2C or public services.

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Yes, you can access Data-Driven Customer Experience Transformation by Mohamed Zaki in PDF and/or ePUB format, as well as other popular books in Business & Customer Relations. We have over one million books available in our catalogue for you to explore.