E-books & Playbooks

Digital First, Customer-Centric Culture, Capabilities and Ways of Thinking

Business success in the 2020s requires new ways of working. No matter what industry you are in or who you serve, today’s customers embrace an increasingly digital mindset and ever-greater expectations of the experiences they get from those that wish to serve them.

Customer Experience Strategy: North-Star Vision Development Playbook

Setting the stage for customer experience leadership requires several foundational elements. A brand-aligned experience vision and a strategy to bring that vision to life are two of the most critical elements, in part because they help align your people around what “customer experience” means to them. Developing a vision and strategy for customer experience can be difficult—if you don’t know where to start. The good news is that there’s a proven path to success, and this playbook will share it...

Customer Journey Mapping: 10 Tips for Beginners eBook

Get the Customer Journey Mapping: 10 Tips for Beginners eBook to avoid common pitfalls, and boost success.