CX First: Customer Experience-led Business Transformation
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Book Overview
Most customer experience initiatives don't fail because the execution is bad. They fail because they're disconnected from everything else.
Every executive claims to be "customer-centric." Few have built the strategy, processes, systems, and data discipline to prove it. While Journey maps sit in shared drives, NPS dashboards multiply, pain points keep on increasing. CX First is written to close that gap.
This is the definitive playbook for leaders who treat customer experience as the operating model of the enterprise - the direct lineage from corporate strategy down through process, technology, and operations to the moment a customer makes a phone call, opens an app, or walks into a store.
Drawing on two decades of enterprise transformation experience across telecommunications, FMCG/CPG, and consumer technology, Hitesh Bagai delivers an integrated system for engineering Customer/Consumer Experience from the boardroom to the front line.
Inside, you'll learn how to:
Cascade a CX vision into measurable strategy using the CX North Star and the Balanced ScorecardDiagnose the 4 root causes of CX failure before pouring capital into the wrong fixEngineer the operational engine behind every customer experience using end-to-end process management and the EX-CX nexusApply Systems Thinking to surface the upstream dependencies that frontstage fixes can't reachBuild Experience Blueprints that connect customer journeys to the processes, technology, data, and resources that produce themDeploy the Experience Helix(TM), an original framework that transforms static blueprints into dynamic, predictive intelligence - including the Predictive CX Satisfaction Score (pCXSAT)Featuring case studies from: Amazon, Apple, Ritz-Carlton, Walt Disney Parks, Patagonia, Starbucks, Southwest Airlines, Chick-fil-A, Target Canada, and Sears and illustrative composites grounded in real industry patterns.
Stop treating CX as a function. Start leading with it.
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