Eric Berridge

Customer Obsessed

A Whole Company Approach to Delivering Exceptional Customer Experiences

• Gebundenes Buch

Produktbeschreibung

Optimize the customer experience via the cloud to gain a powerful competitive advantage Customer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience.

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Produktdetails

• Verlag: John Wiley & Sons Inc
• Seitenzahl: 272
• Erscheinungstermin: 3. Oktober 2016
• Englisch
• Abmessung: 235mm x 157mm x 19mm
• Gewicht: 460g
• ISBN-13: 9781119326038
• ISBN-10: 1119326036
• Artikelnr.: 45193248

Autorenporträt

ERIC BERRIDGE is the CEO of Bluewolf, an IBM Company, the leading global consulting agency for the cloud. As CEO, he drives the strategic direction of the firm, working with his executives and their teams to deliver extraordinary customer moments. He has more than 20 years of experience working with clients to improve business processes through enterprise technology solutions. He is a coauthor of Iterate or Die.

Inhaltsangabe

Foreword Marc Benioff v
Preface ix
Introduction xi
Chapter 1 Disruption and Business Success 1
Chapter 2 People Drive Change, Technology Enables 13
Chapter 3 Why Social Matters to Every Business 27
Chapter 4 Rethinking Employee Engagement 55
Chapter 5 Customer Engagement Defined 73
Chapter 6 How to Win the Talent War 93
Chapter 7 Gender Diversity Isn't a Plus, It's a Business Imperative 113
Chapter 8 Right Time, Right Moment, Right Channel 135
Chapter 9 Turning Data into Action 155
Chapter 10 How Good Design Creates Seamless Experiences 181
Chapter 11 Digital Marketing: Standing Out in the Sea of Sameness 203
Final Thoughts 231
Notes 235
Acknowledgments 245
Index 247