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Discover how the world's best brands create outstanding customer experience, engaged teams and market-beating growth with this practical guide, providing a model that will help any organization deliver effective and seamless customer engagement.
Customer experience (CX) has been a phrase in business lexicon for over 30 years. Seen by many as the last battleground, where winners will gain competitive advantage and increased market share, there is not a company in the world that is not in some way focused on the quality of the experience they deliver.
However, for many businesses, CX is neither a strategic discipline, consistently applied, nor is it a well-trodden path. It's not easy to deliver exceptional customer experience, again and again, and it becomes difficult to have a CX strategy that provides tangible and measurable results.
Customer Experience Excellence provides a route map to CX success. Drawing on a vast body of research collated and curated by the global consulting group KPMG, this book shows how the world's most elite organizations have made excellence a habit, by creating authentic, human connections at scale. Whether dealing with external consumers or internal colleagues, learn how to become an enlightened and agile business and 'think customer' at every single touch point.
David Conway
David Conway, is a mystic, magus and author whose clear writing and thoughtful insights have influenced modern literary esoterica since the early 1970s. The seventh child of a seventh child, Conway was raised in the seaside town of Aberystwyth, Wales and its surrounding countryside. His early education in magic began at a young age through encounters with a local farmer known simply as Mr. James, who introduced him to the practical mysteries of the craft.
Conway first came to prominence with the publication of Magic: An Occult Primer, a work that continues to serve as an important introduction to the Western magical tradition.
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