The customer experience edge : technology and techniques for delivering an enduring, profitable and positive experience to your customers / por Reza Soudagar, Vinay Iyer, Volker Hildebrand.

Incluye referencias bibliográficas.

Customer experience : the new competitive battleground -- Customer experience in the new normal -- The four essentials of profitable customer experience -- Case study: ´Grocer moves shopping to the palms of customers´ hands´ -- B2B customer experience: different animal, same spots -- Case study: ´Focus on customer success yields substantial cost savings at synopsys´ -- Making it happen -- Throwing out the old playbook -- Mini profile: ´Cardinal health transforms customer experience with a cross-company service system´ -- The new customer experience recipe -- Mini profile: ´Through engagement and interaction, the lego group plays well with customers´ -- A fresh look at the top and bottom lines -- Technology : the core ingredient -- The underlying foundation for the customer experience edge -- Case study : customers, not cars, now drive auto importer´s strategy -- Adding disruptive technologies to advance the game -- Case study: ´Cementing customer bonds´ -- It as the catalyst of ce transformation -- Sustaining the ´wow´ -- Ten on-ramps to the customer experience freeway -- Measures of success -- Emerging economies : exporting profitable customer experience -- Mini profile: ´Customer experience at akbank surpassed only by turkish bank´s growth´ -- The future of customer experience -- Action items for the customer experience edge -- Afterword: customer experience edge in action at SAP.