I was honored to be a part of this ebook, The 2015 Customer Experience Outlook – A Collection of Ideas for the Year Ahead brought to you by Kerry Bodine & Doberman. It’s is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about five competencies for Chief Customer Officers.
Make the ebook a part of your customer experience toolkit.
You’ll also find articles from: B. Joseph Pine II & James H. Gilmore, Brandon Schauer, Dave Gray, Lisa Lindström, Mike Dyer, Mike Wittenstein, Shep Hyken, Erik Roscam Abbing, Dominic Berg, Tennyson Pinheiro, Kerry Bodine, Fred Leichter, and Brian Solis.
Some of the articles offer practical advice, others are more philosophical in nature and some will challenge your current beliefs about what it means to design and manage the customer experience.
For customer experience work to become valued and considered critical to driving growth in 2015 and beyond, it must rise above the fray of being defined by problem solving or chasing survey scores.