More and more organizations have increased their focus on delivering an exceptional customer experience. It’s no longer just about the price or quality of a product or service, it’s about trust, emotion and the entire experience. Therefore, the customer experience market is one of the largest and fastest growing markets in today’s world. And when we think about improving a customer experience we almost instantly think about technology. There are so many different channels to connect with your customers and so many opportunities to improve their experiences using technology. However, because of this tight connection between the customer experience and technology, most of us forget what it’s really about.
"It’s not about technology, it’s about people."
It’s about making our lives just a little bit better every day. And if we focus on this, extraordinary customer experiences will be created. The relationships between brands and customers will be built on trust, emotion and a true connection. This book will focus on creating this exceptional customer experience and why it’s so important to focus on the human side.
The book is divided into 3 parts and includes topics such as how to build trust, how to truly personalize an experience and how important an employee experience is. It also includes topics like voice assistants, experiential marketing and many learnings and examples from different industries.