WHAT IS CUSTOMER EXPERIENCE (CX)?
‘Customer experience (CX) is the product of an interaction between an organisation and a customer over the duration of their relationship ... A good customer experience means that the individual’s experience during all points of contact matches the individual’s expectations.’
ABOUT THE BOOK
Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards and reshaping your business with customer experience (CX) at its heart.
From services to products, online to in-person, small-scale to multinational, your customers’ loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution.
Learn how to:
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develop and implement your CX strategy
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align your organisation’s culture around CX
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map your customer’s journey using best practice templates
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engage your customers across multiple channels
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respond to current and future customer trends and technologies, such as artificial intelligence.
Transform Customer Experience explains why you need to embed customer experience in your organisation and shows you how to do it.
READER BENEFITS
CX CULTURE
Centre your organisational culture around CX.
CX STRATEGY
Develop and implement your CX strategy.
VOICE OF THE CUSTOMER
Capture the voice of the customer and other metrics to improve customer experience.
CX LANDSCAPE
Understand the current and future CX landscape including customer expectations and market trends.
CUSTOMER JOURNEY MAP
Map your customers' journey using best practice templates.
FUTURE OF CX
Anticipate the future of CX and how technology will impact your customers' experience.
STORIES & TIPS
Get stories and tips from experienced CX leaders around the world.
PERSONALISE CX
Personalise the experience for your customers.
ENGAGE CUSTOMERS
Engage your customers across multiple channels.
ABOUT THE AUTHOR
Isabella is a thought leader who has worked for more than 20 years in CX. This book draws on her experience in CX strategy and transformation, in organisations from banking to retail, government to telecommunications, and energy to health. Founder and Chief Customer Officer of Exceed Global, she has earned a global reputation as a speaker and is recognised for her infectious passion.
AVAILABLE FROM ALL GOOD BOOKSTORES AND ONLINE GLOBALLY
INTERNATIONAL SELLERS
'Transform Customer Experience … is absolutely jam-packed with the latest thinking, the most competitively successful ideas and practical case studies from around the world.’
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DON PEPPERS, best-selling author and global CX authority
AUTHOR reviews
JASON KATSAMBIRIS
Voice of Customer Program Lead at Origin Energy
"Got my copy! Such a great read. Really helped me with my CX program.”
MICHAEL CLARK
Chief Information Officer at Fair Work Ombudsman
"A well written and easily digestible handbook on how to craft and implement a successful CX strategy peppered with stories, quotes and anecdotes. Isabella's obvious passion and experience shine through. I would strongly recommend this book to anyone with an interest or indeed responsibility for improving experiences for your customers in any business.”
MURRAY PARKER
Managing Director at CoalescentIB
“'Good to Great CX' is a wonderfully insightful and enlightening read on the challenge of providing our customers with a great experience interacting with our organisations. Isabella’s substantial experience and expertise are to the fore in this book, presented in a highly informative but easy to digest manner. I highly recommend this as an valuable source of guidance on this highly topical area. It will benefit everyone from new entrants to the industry though to senior, highly experienced executives."
BRYAN WILLIAMS
Chief Knowledge Officer at Service NSW
“There are times in life when something you've interacted with shapes you going forward. Having just read “Good to Great CX" by Isabella Villani is one of those interactions that requires an announcement. The book is an easy read. It is a clear, concise and an accurate reflection of how to land a highly successful end state for customer experience. I highly recommend this source. Adopting what Isabella Villani outlines will bring you outstanding results. Get yourself a copy today.”
DAVID ANGUS
Senior Manager at Swinburne University
“Customer experience is one of the key drivers of business success and a dedicated book on CX is long overdue. Isabella summarises her vast experience and insights in a discipline that can make or break a business.”
ANTHONY ABOUD
Chief Change Officer
"A great Customer Experience is a crucial element to grow any business. This easy to read book provides readers with a way to identify the fundamentals required to build something great for your customers. Isabella’s passion for great Customer Experience outcomes is second to none. The book provides insight into her life dedication to ensure your Customer is always front of mind."
GRETA VELLA
Customer Experience Analyst, Telstra
“Isabella leverages her expertise and many anecdotes bringing the art of customer experience to life. The book covers all facets involved in pushing customers towards the heart of operations driving sustainable success. You’ll find practical tools, honest learnings and an inspiring approach to leading your business alongside customers. I couldn’t recommend Isabella’s book enough for anyone who’s looking for a no-nonsense guide to lift their customer experience game".
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Executive Director, Integrated Solutions (IT)
"Just read your book and it was amazing. We are starting a customer experience cultural transformation and your book is providing great insight."
SANJAY PATEL
CEO, Datanautix Inc.
"This book is an easy read and filled with practical guidance. A "must have" for anyone that is interested in pragmatic CX approaches and looking to implement or augment their CX programs."
GOOD TO GREAT CX
WHAT IS CUSTOMER EXPERIENCE (CX)?
‘Customer experience (CX) is the product of an interaction between an organisation and a customer over the duration of their relationship ... A good customer experience means that the individual’s experience during all points of contact matches the individual’s expectations.’
ABOUT THE BOOK
In this ground-breaking book, industry strategist Isabella Villani offered practical advice, case studies and templates to give you a head start in designing, implementing and sustaining a 'wow' customer experience. This 'how-to' guide leveraged industry data and insights to help you build new approaches that will transform your organisation’s CX from good to great.
*Good to Great CX is no longer available for purchase.