Digital-First Customer Experience
Autor Joe Wheeleren Limba Engleză Hardback – 25 iul 2023
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Specificații
ISBN-13: 9781398612662
ISBN-10: 1398612669
Pagini: 328
Dimensiuni: 161 x 240 x 26 mm
Greutate: 0.9 kg
Editura: Kogan Page
ISBN-10: 1398612669
Pagini: 328
Dimensiuni: 161 x 240 x 26 mm
Greutate: 0.9 kg
Editura: Kogan Page
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Cuprins
Chapter - 00: Introduction; Chapter - 01: PART 1: The new 3 C'S Chapter - 02: PART 2: The 7 design strategies Chapter - 03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strong Chapter - 04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagement Chapter - 05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and control Chapter - 06: DESIGN STRATEGY 4: Foster ownership through customer community and co-creation Chapter - 07: DESIGN STRATEGY 5: Inspire rituals that create shared meaning Chapter - 08: DESIGN STRATEGY 6: Empower customers through immersive experiences Chapter - 09: DESIGN STRATEGY 7: Link digital assets to leverage value over cost Chapter - 10: The 7 design strategies summary Chapter - 11: PART 3: The playbook Chapter - 12: Start by solving the right problems Chapter - 13: Build your business case Chapter - 14: The design process Chapter - 15: Execute to scale Chapter - 16: Epilogue Chapter - 17: APPENDIX: CX/digital maturity assessment Chapter - 18: APPENDIX 1: The CX/digital design accelerator