eBook - ePub
Connected Signature Experience
A Strategic Framework for Customer and Employee Engagement at the Intersection of People, Technology, and Data
- 187 pages
- English
- ePUB (mobile friendly)
- Available on iOS & Android
eBook - ePub
Connected Signature Experience
A Strategic Framework for Customer and Employee Engagement at the Intersection of People, Technology, and Data
About this book
In a world where many organizations drift amid disjointed data, fragmented processes, and isolated initiatives, Connected Signature Experience argues that the future of customer experience depends on mastering two strategic dimensions: Connection, which integrates, and Signature, which differentiates. Connection ensures that experiences flow seamlessly: Externally, between customers and the brand, and internally, among the people, data, and competences that bring them to life. Signature gives each experience a distinctive imprint that expresses purpose and identity at every touchpoint, whether human, digital, or physical. The book presents the Connected Signature Experience Framework, an actionable model that uses the metaphor of an iceberg to reveal both the visible and invisible dimensions of customer experience. Above the surface lie the Signature interactions that simplify, delight, inspire, and co-create. Beneath it are the aligned foundations of purpose, people, technology, data, and content that enable them.
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Information
Subtopic
Human Resource ManagementIndex
BusinessTable of contents
- Cover
- Description
- Biography
- Title
- Copyright
- Contents
- Foreword
- Introduction
- 1. The Customer Experience in the Age of Connection
- 2. The Connected Signature Experience Framework
- 3. Enabling the Connected Signature Experience: The Iceberg Model
- 4. The Connected Signature Experience: New Touchpoints, KPIs, and Capabilities in Support
- 5. Content and Creativity as the Heart of Customer Experience
- 6. Data and Analytics as Enablers of Experience
- 7. From Data to Insight-Led Customer Engagement
- 8. Data to Value: The Technologies behind a Connected Organization
- 9. The Organization: From Signature Customer Experience to Signature People Experience
- 10. Purpose at the Core: The Signature of Values
- 11. From Model to Action: Governing the Connected Signature Experience
- Essential Bibliography
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Yes, you can access Connected Signature Experience by Stefania Saviolo,Marco Di Dio Roccazzella in PDF and/or ePUB format, as well as other popular books in Business & Human Resource Management. We have over 1.5 million books available in our catalogue for you to explore.