Publications

While much has been written about the importance of customer experience, there has been little practical advice about how you actually set up an initiative from the ground up. “The Customer Experience Field Guide” is a step-by-step practical guide to set up a CX initiative from scratch or to overhaul an underperforming program. “The Guide” walks you through setting up provisional governance, creating personae, conducting journey mapping, developing and implementing metrics, and setting up a complete system to drive meaningful and enduring organization change. Whether you have been involved in CX for decades or you are brand new to the discipline, this book will provide practical, real world advice and specific guidance on how to get your CX initiative up and running quickly, maximizing your organization’s time to value.