,gravity=Center,allowExpansion)
Collect 54 Everyday Rewards points
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, 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 Manchester United, Caterpillar, 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.
We provide shipping to most Australian addresses (excluding some areas outside of our courier's delivery zone).
We use a combination of Australia Post, Aramex and Direct Freight Express to get your order to you.
For an accurate shipping cost, add the items you want to your cart and enter your shipping area.
Orders of multiple items may come in separate parcels.
All returns must be started within 30 days of delivery. We kindly request that you don’t try to return the item without letting us know as every situation can be resolved differently.
Sometimes items are damaged during delivery, or have manufacturing defects. If this is the case or you have received an incorrect item, get in touch with us as soon as possible and we will do our best to fix as soon as we know. Visit our contact page to send a query.
Change of mind returns are accepted within 30 days of delivery for most items in resellable and unopened condition. Most items are eligible for free returns however each item in your order may have a different return policy. Some items cannot be returned due to change of mind.
To check the return policy for your item look on each item page for the returns section. Please note that the few items that are not eligible for free returns may incur a re-stocking fee in addition to having to pay for shipping to return the item.
SKU: 9781398617391
Estimated Delivery Time Frame:5-10 business days
Ask a Question About This Product
Reference ID: 15352808
