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CX-PRO - Beyond the Basics: Advanced Insights for Customer Experience Professionals - Paperback
$35.98
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by Karl Sharicz (Editor)
IN THIS SECOND CX-PRO BOOK SERIES, following the acclaimed "CX-PRO: A Practical Guide for the New Customer Experience Manager," the selected authors delve deeper into the intricate realm of Customer Experience Management (CXM). In this volume, a group of sixteen diverse voices, each a luminary, unveils a rich tapestry of insights and practices, guiding readers beyond the fundamentals and into the realms of mastery within the CX discipline.
Against the backdrop of a rapidly evolving business landscape characterized by globalization, technological advancements, market diversity, consumer empowerment, regulatory complexities, and economic interdependence, the importance of Customer Experience as a business strategy emerges. It becomes evident that CX is not merely a component of business strategy but the very heartbeat of successful enterprises, guiding decisions and fostering sustainable growth.
The journey through this book begins at the strategic helm, where the imperative of aligning CX with executive leadership is explored, emphasizing the pivotal role of organizational alignment in fostering customer-centricity. From the boardroom to the frontlines, the narrative traverses, illuminating the vital perspectives of frontline staff and the methodologies for nurturing proficient CX professionals.
Chapters unfold, elucidating the intricacies of delivering exceptional customer service, harnessing the Net Promoter System effectively, utilizing data-driven insights, storytelling as a compelling narrative in CX, leveraging emerging technologies like AI, and embodying authenticity and integrity in CX interactions.
The book underscores the collaborative nature of professional growth within vibrant communities of CX practitioners, consultants, and educators, advocating for human-centered design principles, a quality-centric approach, and the recognition of the enduring power of the human connection in CX. Insights from employees are celebrated as transformative catalysts for innovation, and diverse career paths within the CX ecosystem are explored.
Collectively, these chapters form a comprehensive guide for aspiring CX professionals, offering profound insights, practical strategies, and inspiring narratives to navigate the complexities of modern business and excel in the dynamic discipline of Customer Experience Management. As readers embark on this journey, they are empowered to chart their course towards excellence, guided by the wisdom of seasoned practitioners and educators, towards the mastery of CX as both art and science.
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Orders ship within the United States. Cindi Book branded titles typically arrive in 5–9 business days, including 0–2 business days of handling and 5–7 business days in transit. Supplier-fulfilled items typically arrive in 8–11 business days, including 1–3 business days of handling and 7–8 business days in transit. Business days are Monday–Friday, excluding U.S. federal holidays. Delivery estimates are not guarantees. Cindi Book items have a flat $9.99 shipping charge. Shopify Collective items use shipping rates set by the supplier. Orders containing items from different fulfillment sources may include more than one shipping charge. Your full shipping total is shown at checkout before payment.
Returns & Refunds
Standard U.S. returns are accepted for eligible new, unopened items within 30 days of carrier delivery. Returns are by mail. Customers are responsible for standard return shipping, there is no restocking fee, and standard exchanges are not offered. Once an approved return is received and inspected, the refund is issued to the original payment method within 5 business days. Damaged, defective, or incorrect items are handled at no return-shipping cost to the customer.
Return eligibility is subject to the full policy. Opened, read, or unsealed books with broken seals or visible wear are final sale. Digital downloads, gift cards, and personalized products are non-refundable. Original shipping charges are not refunded for standard returns. Contact us within 7 days of delivery about damaged, defective, or incorrect items.
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