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© Isabella Villani 

    Australia

'Transform Customer Experience … is absolutely jam-packed with the latest thinking, the most competitively successful ideas and practical case studies from around the world.’

~

DON PEPPERS, best-selling author and global CX authority

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:

  • develop and implement your CX strategy

  • align your organisation’s culture around CX

  • map your customer’s journey using best practice templates

  • engage your customers across multiple channels

  • 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.

AVAILABLE FROM ALL GOOD BOOKSTORES AND ONLINE GLOBALLY

NOW AVAILABLE IN AUDIOBOOK TODAY!

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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.