Customer Experience (CE) is becoming a crucial component of corporate strategy, but knowing the practical steps can be challenging. The book on customer experience helps you understand where you currently stand, what needs to be done, and how you can improve your business. From customer journey analysis to leveraging big data, this is the ultimate guide to customer experience for companies of all sizes.

The book is divided into two parts, where you will discover:

• Why customer experience is so important in business and how it applies to you
• How to implement customer experience tools in your company, with step-by-step instructions on using CX metrics and evaluating them

In addition to theory and practical guidance, there are a number of examples of "thinking differently" in everyday situations to engage the reader. Furthermore, readers will gain valuable insights through case studies of international companies.