Share
Lean cx: How to Differentiate at low Cost and Least Risk
Bill Russell
(Author)
·
Robert Dew
(Author)
·
Cyrus Allen
(Author)
·
de Gruyter
· Hardcover
Lean cx: How to Differentiate at low Cost and Least Risk - Dew, Robert ; Russell, Bill ; Allen, Cyrus
£ 30.60
£ 34.00
You save: £ 3.40
Choose the list to add your product or create one New List
✓ Product added successfully to the Wishlist.
Go to My WishlistsIt will be shipped from our warehouse between
Tuesday, June 11 and
Wednesday, June 12.
You will receive it anywhere in United Kingdom between 1 and 3 business days after shipment.
Synopsis "Lean cx: How to Differentiate at low Cost and Least Risk"
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.
- 0% (0)
- 0% (0)
- 0% (0)
- 0% (0)
- 0% (0)
All books in our catalog are Original.
The book is written in English.
The binding of this edition is Hardcover.
✓ Producto agregado correctamente al carro, Ir a Pagar.
