Journey to Customer Obsession
In Journey to Customer Obsession, Raymond Gerber presents an inspiring blueprint for transforming CX from isolated projects into an enterprise-wide mission. He notes that “CX has outgrown isolated touchpoints and tactical fixes” – today’s organizations must become customer-obsessed enterprises “driven by journeys, aligned across functions, and anchored in measurable business value”. Gerber’s...
The Agile Brand Revisited
With increased competition, rapid change, and new technologies continually on the rise, brands must evolve to stay relevant, resilient, and successful. The Agile Brand Revisited by best-selling author Greg Kihlström provides a comprehensive guide to understanding and implementing agility within your organization. Through a blend of foundational concepts, core principles, and...
Meaningful Measurement of the Customer Experience, 2nd Edition
Foreword by Greg Melia, CEO of CXPA
Customer experience has become the primary method of competitive differentiation between most brands today. While most companies claim that customers and their needs drive decisions and priority within their organizations, when it comes time to prioritize customer needs, it can often be more...
The Agile Brand Guide®: Customer Journey Orchestration
Customer Journey Orchestration (CJO) enables marketers to create more engaging customer experiences that span online and offline channels, and generate greater customer loyalty and purchases over time. Consumers’ demands for more consistency in the way that brands communicate with them, combined with the increase in channel switching between devices and...
The Center of Experience, 2nd Edition
Foreword by Diane Magers, CCXP
We find ourselves at an inflection point in the relationship between brands and their audiences, where customers and employees are demanding better and more valuable experiences. Companies must keep up with this demand in order to remain competitive. This includes competition for both customers as...
House of the Customer
Between consumer demands for more personalized and greater data privacy and competitive pressures to provide better omnichannel customer experiences, brands are faced with a dilemma: build a foundation for the future of customer relationships or lose relevancy in a crowded marketplace.
Doing this, however, is not without its challenges. While...
The Agile Brand
Brands have evolved over several centuries from simple tools for recognition to something much more nuanced and sophisticated in the modern age. Being an agile brand means taking part in a relationship with consumers. While this means giving up some control over your brand, it rewards you with loyal long-term...