02323cam a22002898i 4500 24046342 20250408081907.0 250228s2025 nyu b 001 0 eng 2024060495 9781398617391 DLC eng rda DLC eng pcc HF5415.5 .Z354 2025 Zaki, Mohamed author 25126 Data-driven customer experience transformation : optimize your omnichannel approach / Mohamed Zaki. London ; New York, NY : Kogan Page, 2025. 321 pages : illustrations, tables (black and white) ; 24 cm. Includes bibliographical references and index. We are living in an experience-driven economy, where the customer's experience is paramount and even beloved brands risk losing market share due to a single negative customer experience. In our technology-led, omnichannel environment, one of the biggest risks for brands is a lack of consistency in their customer experience across digital, physical and social channels. Data-driven Customer Experience Transformation provides insights and frameworks for creating delightful customer experiences across all three channels, by leveraging data and the latest technologies. Using cutting-edge research from the Cambridge Service Alliance, this book explores the importance of omnichannel customer-centricity across all sectors and takes you on a journey from setting your strategy, through designing and managing your customer experiences in real-time. It explores how AI can be used to identify opportunities and predict engagement, as well as how to use data to understand customer loyalty, forge stronger customer relationships and drive growth. By combining academic rigour with real-world examples from leading companies such as Manchester United, Caterpillar, KFC and Emirates Airline, this book is the ultimate guide to designing and implementing an exceptional data-driven customer experience across all channels, whether you work in B2B, B2C or public services. Customer relations 3627 Customer services 3626 Multilevel marketing 25127 Product management 2370 lcc 0 0 lcc 0 0 TBS TBS 2025-04-08 2 HF5415.5 ZAK B05900 2026-02-27 2025-12-17 1 2025-04-08 1 4630 4630