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Lean CX
- How to Differentiate at Low Cost and Least Risk
Engelsk Hardback
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Lean CX
- How to Differentiate at Low Cost and Least Risk
Engelsk Hardback

374 kr
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Om denne bog

In recent years, many companies have realised customer experience (CX) is the new marketing battle ground. Substantial investments have been made to map customer journeys, identify pain points and improve CX to try and create cut-through. Using real world applications to introduce next generation design tools based on proven concepts from strategy, marketing, psychology and creative problem solving, Lean CX: How to Differentiate at Low Cost and Least Risk discusses how to use Lean Management approaches to innovate your customer experience.

This practical book describes how the tools from Lean Management can be applied to the CX innovation problem. The authors draw on hundreds of CX design and strategic innovation projects across a range of industries, both B2B and B2C, from primary research through client work and secondary case studies available in the public domain. The examples include many different vertical industry sectors, including those involving hybrid business models. The cases included share what worked really well and where CX failed. The content goes beyond what actually happened to present an idea of what might be possible with the right design approach and committed resources.

Presents the swarm algorithm which highlights what the next generation of successful organisations might become.
Shows how to overcome the CX change risk and reduce the biggest waste in CX management.
Includes numerous international case examples.

Product detaljer
Sprog:
Engelsk
Sider:
238
ISBN-13:
9783110683684
Indbinding:
Hardback
Udgave:
ISBN-10:
3110683687
Udg. Dato:
6 apr 2021
Længde:
19mm
Bredde:
254mm
Højde:
179mm
Forlag:
De Gruyter
Oplagsdato:
6 apr 2021
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