A Comprehensive CX Roadmap: Strategies for Delivering Exceptional Customer Experiences

The book provides a concrete and applicable roadmap for building a memorable Customer Experience. The text avoids unhelpful simplifications and already known examples to delve deep into showing not only what steps to take to build a Customer Experience and customer-centric culture, but also the paradoxes of this discipline and, above all, the great complexities to overcome. It explores the omnichannel Customer Journey, now necessary for all activities that also have physical stores, but the book is also suitable for online-only activities. The book guides the reader on a journey starting from the Vision and principles of Customer Experience, through building the customer promise. We then look at how to define a Buyer Persona and what to consider when building a valuable experience, and dedicate a part of the book to the omnichannel Customer Journey: how to map it, build it, and improve it. We give great importance to omnichannel, also exploring its complexities, such as the transition between touchpoints, the much-desired Single Customer View, and the last-mile delivery issues, a very hot and debated topic among companies today. The book is a complete manual for those who want to build or improve the Customer Experience in their company. Interviews with CX Managers in companies such as Nespresso and Generali complete the book.