| 000 | 02323cam a22002898i 4500 | ||
|---|---|---|---|
| 001 | 24046342 | ||
| 005 | 20250408081907.0 | ||
| 008 | 250228s2025 nyu b 001 0 eng | ||
| 010 | _a 2024060495 | ||
| 020 | _a9781398617391 | ||
| 040 |
_aDLC _beng _erda _cDLC |
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| 041 | _aeng | ||
| 042 | _apcc | ||
| 050 | 0 | 0 |
_aHF5415.5 _b.Z354 2025 |
| 100 |
_aZaki, Mohamed _eauthor _925126 |
||
| 245 | 1 | 0 |
_aData-driven customer experience transformation _b: optimize your omnichannel approach _c/ Mohamed Zaki. |
| 260 |
_aLondon ; _aNew York, NY : _bKogan Page, _c2025. |
||
| 300 |
_a321 pages : _billustrations, tables (black and white) ; _c24 cm. |
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| 504 | _aIncludes bibliographical references and index. | ||
| 520 | _aWe 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. | ||
| 650 | 0 |
_aCustomer relations _93627 |
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| 650 | 0 |
_aCustomer services _93626 |
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| 650 | 0 |
_aMultilevel marketing _925127 |
|
| 650 | 0 |
_aProduct management _92370 |
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| 942 | _2lcc | ||
| 999 |
_c4630 _d4630 |
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