Cust Xperience
Introduction
Customer Xperience Leadership, Book
POSTING TYPE: TOCs
Customer Xperience Leadership: A Blueprint to Maximize Performance by Nadav Goldschmidt
Introduction: The 4D Xperience Model
Part 1: Determine the Desired Xperience
Lecture 1: What is Customer Xperience?
Lecture 2: Why Invest in Customer Xperience?
Lecture 3: What Do Customers Want?
Part 2: Design a System-Generating Xperience
Lecture 4: Customer-First Vision & Strategy
Lecture 5: A Customer-Obsessed Culture
Lecture 6: Service-Oriented Organizational Structure and Processes
Lecture 7: The Digital Service Transformation
Lecture 8: Service Managerial Leadership
Lecture 9: A Customer-Focused Human Resources (HR)
Part 3: Deliver the Xperience
Lecture 10: Autonomous Xperience: Technology Serving People
Lecture 11: Human Xperience: People Serving People
Part 4: Develop and Enhance the Xperience
Lecture 12: Xperience Measurement Program
Lecture 13: Intelligent Customer Analytics
Lecture 14: The Future of Customer Xperience Leadership
Introduction: The 4D Xperience Model
Part 1: Determine the Desired Xperience
Lecture 1: What is Customer Xperience?
Lecture 2: Why Invest in Customer Xperience?
Lecture 3: What Do Customers Want?
Part 2: Design a System-Generating Xperience
Lecture 4: Customer-First Vision & Strategy
Lecture 5: A Customer-Obsessed Culture
Lecture 6: Service-Oriented Organizational Structure and Processes
Lecture 7: The Digital Service Transformation
Lecture 8: Service Managerial Leadership
Lecture 9: A Customer-Focused Human Resources (HR)
Part 3: Deliver the Xperience
Lecture 10: Autonomous Xperience: Technology Serving People
Lecture 11: Human Xperience: People Serving People
Part 4: Develop and Enhance the Xperience
Lecture 12: Xperience Measurement Program
Lecture 13: Intelligent Customer Analytics
Lecture 14: The Future of Customer Xperience Leadership