Description
Book SynopsisOptimize the customer experience via the cloud to gain a powerful competitive advantage Customer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience. Cloud technology has been hailed as a game-changer, but a recent IDC report shows that it accounts for less than three percent of total IT spending; why are so many companies neglecting such an enormous asset? This book provides a high-level overview of how the cloud can give you a competitive advantage. You''ll learn how to integrate cloud technology into sound customer experience strategy to achieve unprecedented levels of success. More than just a state-of-the-field assessment, this book offers a set of concrete actions you can take today to leverage cloud computing into technical innovation and better business outcomes at all levels of your organization. You''ll examine the many factors that influence the customer experience, and emerge with
Table of Contents
Foreword Marc Benioff v
Preface ix
Introduction xi
Chapter 1 Disruption and Business Success 1
Chapter 2 People Drive Change, Technology Enables 13
Chapter 3 Why Social Matters to Every Business 27
Chapter 4 Rethinking Employee Engagement 55
Chapter 5 Customer Engagement Defined 73
Chapter 6 How to Win the Talent War 93
Chapter 7 Gender Diversity Isn’t a Plus, It’s a Business Imperative 113
Chapter 8 Right Time, Right Moment, Right Channel 135
Chapter 9 Turning Data into Action 155
Chapter 10 How Good Design Creates Seamless Experiences 181
Chapter 11 Digital Marketing: Standing Out in the Sea of Sameness 203
Final Thoughts 231
Notes 235
Acknowledgments 245
Index 247
