{"product_id":"the-digitalfirst-customer-experience-9781398612631","title":"The DigitalFirst Customer Experience","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eJoe Wheeler\u003c\/b\u003e is a bestselling author, speaker and consultant. He is the CEO of CX\/Digital, a subsidiary of The Service Profit Chain Institute (SPCI), a Boston-based consulting firm. Before launching The Service Profit Chain Institute, he was the Quality and Productivity Executive for Bank of America. Prior to this, he was Executive Vice President with The Forum Corporation, where he managed the firm's Customer Experience Consulting Practice.He earned his MBA from Edinburgh Business School and lives in Hingham, Massachusetts.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTrade Review\u003c\/b\u003e\u003cbr\u003e\"\u003cb\u003eJoe Wheeler\u003c\/b\u003e's latest book hits a lot of my hot buttons: immersive experiences, customization at scale, flywheels of learning and of course digital technology. Get your highlighter out before you open it up and let Joe's principles and case studies lead you in developing your own playbook for thriving in today's Experience Economy.\" * B. Joseph Pine II,  co-author of 'The Experience Economy: Competing for Customer Time, Attention, and Money' *\u003cbr\u003e\"A timely treasure for those who wonder whether, why and how 'digital' fundamentally changes the customer experience, with an added bonus 'playbook' for designing business models up to the task.\" * Susan Fournier Allen, Questrom Professor and Dean, Boston University, Questrom School of Business *\u003cbr\u003e\"A must-read for managers looking to stay current on this rapidly changing topic.  The book could not be more timely or useful!\" * Leonard A. Schlesinger, Baker Foundation Professor, Harvard Business School *\u003cbr\u003e\"Joe's book reminds us that in a digital-first world, our people have never been more important. That the brands customers love understand how to design experiences that create enduring value for employees, customers and shareholders. I highly recommend it.\" * Maxine Clark, Founder, Build-A-Bear Workshop; CEO, Clark-Fox Family Foundation *\u003cbr\u003e\"Creating a best-in-class digital experience requires a design that resonates with your consumers.  This book focuses on the role of design and the importance it plays in creating the deepest relationship with your consumer and the impact that is possible for your business.\" * Chris McCann, Chief Executive Officer, 1-800-FLOWERS.Com *\u003cbr\u003e\"\u003cb\u003eJoe Wheeler\u003c\/b\u003e is my 'go-to' for anything related to customer insights and customer experience. There is no one better. This new book shares the wisdom of a true master.\" * Robert C. Wolcott, Co-Founder \u0026amp; Chair, TWIN Global *\u003cbr\u003e\"A focused manifesto for companies looking to leverage digital technologies to deliver a highly valued customer experience.  Joe's ability to boil this down to seven intuitive strategies with carefully chosen examples to bring these to life with actionable playbooks make this a must-read for multiple departments.\" * Abhi Ingle, Chief Operating Officer, Revenue Operations Qualtrics *\u003cbr\u003e\"A hallmark of \u003cb\u003eJoe Wheeler\u003c\/b\u003e's work has always been his clear-eyed understanding that it's not enough merely to design a great product or service. You also have to be able to deliver it consistently, at reasonable cost and in a sustainable manner. This practical perspective permeates \u003ci\u003e\u003cb\u003eThe Digital First Customer Experience\u003c\/b\u003e\u003c\/i\u003e. Joe outlines an approach that is both simple and sophisticated, both immediately impactful and enduring. And he does it through a series of engaging and enjoyable stories, making it as accessible as it is essential.\" * Rob Markey Partner, Bain \u0026amp; Company, and co-author of 'The Ultimate Question 2.0' *\u003cbr\u003e\"What Joe's book \u003ci\u003eManaging the Customer Experience\u003c\/i\u003e did for the experience economy, so his latest book will do for the digital economy. If you want to understand how to create leading edge CX, this book is for you.\" * Shaun Smith, Founder, Smith+Co *\u003cbr\u003e\"I deeply admire Joe's passion for creating enduring customer experiences. He is relentless in seeking to understand how human centered design can improve the digital experience to create shared value for the customer, employee and enterprise.\" * Brad Warner, Board Member, Capital One *\u003cbr\u003e\"I've seen first-hand the perils and promise of digital-first strategies. Wheeler's playbook ensures the former is avoided and latter is achieved. I highly recommend it.\" * Dana Stalder, Partner, Matrix *\u003cbr\u003e\"\u003cb\u003eJoe Wheeler\u003c\/b\u003e's book is a gift to those who work to take up the cause which I love and have made my own life's work: to improve lives. I know you will find his book an outstanding arrow in your quiver of resources to elevate your company to one that is admired and loved.\" * Jeanne Bliss, Author of Chief Customer Officer 2.0' and 'Would You Do that to Your Mother?' *\u003cbr\u003e\"\u003cb\u003eJoe Wheeler\u003c\/b\u003e continues to innovate as the global market leader in customer experience strategy.  Through digital-first, Joe has created the digital roadmap that customer-centric leaders can execute to grow their business.\" * Michael Crosby, Chief Executive Officer, AquOm Incorporated *\u003cbr\u003e\"I love this book.  If you are operating a business in 2023 and beyond, it's critical you understand and master the CX Digital space. \u003cb\u003e\u003ci\u003eThe Digital-First Customer Experience\u003c\/i\u003e\u003c\/b\u003e by \u003cb\u003eJoe Wheeler\u003c\/b\u003e tells you how you do it.\" * Brad Smith, Founder President of Vector Business Navigation, Inc; CXPA Board member alumni *\u003cbr\u003e\"\u003cb\u003eJoe Wheeler\u003c\/b\u003e's new book succinctly describes the 'digital tsunami' that is changing the way all companies will deliver customer experiences in the future. His advice? Instead of just adapting to it, put it to your advantage. I couldn't agree more, and this book shows you how.\" * Diane Hessan, Founder and Chairman, C Spa *\u003cbr\u003e\"\u003ci\u003e\u003cb\u003eThe Digital-First Customer Experience\u003c\/b\u003e\u003c\/i\u003e provides actionable strategies to design next-generation experiences, move AI from the back office to the customer and to help you make the right choices in a digital-first world.\" * Geoffrey Parker, Charles E. Hutchinson '68A Professor of Engineering Innovation, Dartmouth College; co-author of 'Platform Revolution' *\u003cbr\u003e\"\u003cb\u003e\u003ci\u003eThe Digital-First Customer Experience\u003c\/i\u003e\u003c\/b\u003e provides a peek into how successful companies across different industries deliver a personalized path to engage customers throughout their journey.  Key AI\/ML tech enablers serve as a backdrop while the design principles framework provides structure to innovate an engaging CX-driven solution.\" * Sherri Dorfman, Chief Executive Officer, Stepping Stone Partners *\u003cbr\u003e\"\u003cb\u003eJoe Wheeler\u003c\/b\u003e is a long-time friend and colleague who I respect and admire. I highly recommend reading his new book, \u003cb\u003eThe Digital-First Customer Experience\u003c\/b\u003e. The fusion of digital and its impact on looking at holistic experiences vs. fragmentation is essential for the success of CX and employee experiences in the future. The time has come, if not long past, for CX and EX professionals to be well versed in the essential shift from the Industrial Age perspectives to the Age of Transformative Experience. Value creation has been with us for a while, yet CX perspectives seem siloed and fragmented. A recipe for ineffectiveness.\" * Lou Carbone, Chief Executive Officer, Experience Engineering, Inc. *\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cul\u003e\u003cli\u003e\u003cul\u003e\n\u003cli\u003eChapter - 00: Introduction;\u003c\/li\u003e\n\u003cli\u003eChapter - 01: PART 1: The new 3 C’S\u003c\/li\u003e\n\u003cli\u003eChapter - 02: PART 2: The 7 design strategies\u003c\/li\u003e\n\u003cli\u003eChapter - 03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strong\u003c\/li\u003e\n\u003cli\u003eChapter - 04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagement\u003c\/li\u003e\n\u003cli\u003eChapter - 05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and control\u003c\/li\u003e\n\u003cli\u003eChapter - 06: DESIGN STRATEGY 4: Foster ownership through customer community and co-creation\u003c\/li\u003e\n\u003cli\u003eChapter - 07: DESIGN STRATEGY 5: Inspire rituals that create shared meaning\u003c\/li\u003e\n\u003cli\u003eChapter - 08: DESIGN STRATEGY 6: Empower customers through immersive experiences\u003c\/li\u003e\n\u003cli\u003eChapter - 09: DESIGN STRATEGY 7: Link digital assets to leverage value over cost\u003c\/li\u003e\n\u003cli\u003eChapter - 10: The 7 design strategies summary\u003c\/li\u003e\n\u003cli\u003eChapter - 11: PART 3: The playbook\u003c\/li\u003e\n\u003cli\u003eChapter - 12: Start by solving the right problems\u003c\/li\u003e\n\u003cli\u003eChapter - 13: Build your business case\u003c\/li\u003e\n\u003cli\u003eChapter - 14: The design process\u003c\/li\u003e\n\u003cli\u003eChapter - 15: Execute to scale\u003c\/li\u003e\n\u003cli\u003eChapter - 16: Epilogue\u003c\/li\u003e\n\u003cli\u003eChapter - 17: APPENDIX: CX\/digital maturity assessment\u003c\/li\u003e\n\u003cli\u003eChapter - 18: APPENDIX 1: The CX\/digital design accelerator\u003c\/li\u003e\n\u003c\/ul\u003e\u003c\/li\u003e\u003c\/ul\u003e","brand":"Kogan Page Ltd","offers":[{"title":"Default Title","offer_id":48866640691543,"sku":"9781398612631","price":25.64,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781398612631.jpg?v=1722279598","url":"https:\/\/bookcurl.com\/products\/the-digitalfirst-customer-experience-9781398612631","provider":"Book Curl","version":"1.0","type":"link"}