Description
Book SynopsisTim Knight is a partner in KPMG's UK customer consulting practice, focused on helping clients create customer-centric cultures, digitally transform and grow their businesses. Since 2010 he has been researching global best practice in customer excellence.
David Conway is a former board director of The Co-operative Bank, Liverpool Victoria and N&P Building Society. During his time at KPMG, he co-founded The Customer Experience Excellence Centre, researching best practice around the world.
Trade Review"There may be no silver bullets to unlocking world class customer experience, but this book is certainly full of golden nuggets to guide you on the journey. The collective wisdom of Tim and David coupled to millions of data points gives you the confidence to believe the practical 90 day plan will actually work." * Margaret Jobling, Chief Marketing Officer, NatWest Group *
"I loved this book - it is incredibly impressive, incredibly insightful, rich with stories and practical advice." * Catherine Brien, Chief Data Officer, Guardian News and Media *
"
Customer Experience Excellence is a practical toolkit for CMOs, CEOs and transformational leaders who want to turn the bold promise of CX into grown-up business results. It's essential reading for anyone who wants to connect their focus on the customer to every part of their business, with clear examples from the world's best brands." * Leslie Stretch, CEO, Medallia *
"
Customer Experience Excellence brings to life the authors' unrivalled sense of customer centricity and a practical guide on how to achieve it leveraging the Six Pillars. This is a must-read for all leaders in companies working to deliver excellence in customer experience." * Mine Dogan, Customer Director, Philip Morris *
Table of Contents
- Chapter - 01: Introduction;
- Section - ONE: The changing world of customer and employee;
- Chapter - 02: The new customer;
- Chapter - 03: The new employee;
- Chapter - 04: The new enterprise;
- Section - TWO: The six pillars of experience - A framework for excellence;
- Chapter - 05: The six pillars of experience - An introduction;
- Chapter - 06: Preparing the six pillars;
- Chapter - 07: Applying the six pillars;
- Section - THREE: The 90 day plan;
- Chapter - 08: Achieving a quantum leap - The 90-day growth plan;
- Chapter - 09: The first 30 days;
- Chapter - 10: The second 30 days;
- Chapter - 11: The final 30 days
