Contents
Publisher’s acknowledgements
Part 1 Customer experience in business
1 Does your customer experience happen by design or by accident?
2 Connecting with your customer to create a customer intelligent company
3 Emotions or how you feel and the customer experience
Part 2 Customer experience in action
4 Where are you? What do you want to deliver?
5 How to plan the delivery of an improved customer experience
6 How to use customer journey mapping
7 How to design new and improved experiences
8 How to use measures to drive and deliver your experience
9 How small data can make the difference
10 How to build trust through experience
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