REVOLUTIONIZING CUSTOMER EXPERIENCE
Are you a business leader grappling with the delicate balancing act of achieving financial success (TCO/ROI) while consistently delivering exceptional customer and employee experiences?
Have you encountered obstacles within your corporate culture that hinder your ability to provide exceptional Customer and Employee experiences? Are you eager to arm yourself with practical tools and knowledge to excel as a CX professional or catalyst for change within your organization?
This innovative and actionable book will help you address these challenges head on. Discover how to align metrics and reporting practices to measure what truly matters, implement a rationalized approach to change, and embrace a customer-centric mindset that permeates every level of your organization.
BOOK REVIEWS
Luzi
As others have said- A must read for CX professionals
Gina and Chad eloquently articulate their years of experience in managing and implementing contact centers. The way they seamlessly blend theory with real-world examples is commendable. It’s not just a book; it’s a guide that focuses on best practices and achieving the best outcome for all stakeholders.
One of the key strengths of this book is its practical approach to implementing strategies. The authors don’t just throw ideas at you; they walk you through the steps, drawing from their wealth of experience managing and implementing contact centers. It’s evident that these authors understand the intricacies of the field, making the content not only informative but also incredibly actionable.
Ty A Rudolph
This book doesn't just point out problems - it provides solutions.
As someone who has worked in customer service, I was intrigued by their angle on why some companies just can’t provide a positive experience for customers.
They have a witty writing style and use funny anecdotes to point out the common mistakes companies make, like prioritizing profits over people. I found myself nodding along as they revealed the dirty secrets behind poor customer service and the effects it has on the business.
But the book doesn’t just point out problems – it provides solutions. The give you practical frameworks and tools (like setting OKRs and using immersive simulations) to transform customer interactions.
Average Joe
Navigating the CX Revolution: Insights from 'Revolutionizing Customer Experience'
“Revolutionizing Customer Experience” is an indispensable guide for leaders and businesses navigating the complexities of today’s customer-centric marketplace. Authored by CX experts, the book meticulously explores the foundational principles, innovative strategies, and real-life examples that shape successful customer experience initiatives.
From understanding the core principles to implementing effective strategies, it offers a robust framework for businesses to elevate their customer experience game. The emphasis on leveraging data-driven insights and business simulations underscores the importance of informed decision-making in driving impactful CX transformations.
Build Long-Term Relationships with Customers
In this episode we talk with Gina Gibson, CEO of Think Forward, and co-author of Revolutionizing Customer Experience. When enterprise-level executives face a CX challenge, Gina vets vendors and identifies the best solution for their business need. Watch/listen to learn about:
- How business leaders really feel about AI
- Running business simulations to see how everyday actions impact CX
- Whether to build or buy AI
- Why you should have “partners” instead of “customers”