{"product_id":"next-generation-customer-experience-how-companies-like-servicenow-netflix-and-intuit-are-creating-next-generation-cx-now-paperback","title":"Next Generation Customer Experience: How Companies Like ServiceNow, Netflix and Intuit are Creating Next-Generation CX Now - Paperback","description":"\u003cp\u003eby \u003cb\u003eJeofrey Bean\u003c\/b\u003e (Author), \u003cb\u003eVineetha Raveendran\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003eThe next generation, Gen Z, is more different than any other generations compared. With \u003cem\u003eNext Generation Customer Experience\u003c\/em\u003e, Jeofrey Bean (\u003cem\u003eCustomer Experience Revolution\u003c\/em\u003e and \u003cem\u003eCustomer Experience Rules!\u003c\/em\u003e) and contributing author Vineetha Raveendran answer the question, \"What is essential to create an engaging and profitable next-generation customer experience for Gen Z customers?\"\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003eThe authors guide us through concepts like The Customer Experience Effect: the impact of desirable experiences on increasing advocacy, helping to expand business revenues while reducing the costs of marketing, sales, new customer acquisition and support. Bean and Raveendran share their insights on Generation Z and why it's essential to understand how different Gen Z is from all previous generations.\u003c\/p\u003e\u003cp\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003eThere is more to next generation customer experience development and leadership than Gen Zs themselves. There are important capabilities found in next generation CX leaders, who use next generation economics (behavioral economics) to get a vastly improved view of what people will or might do, what they will or might buy. Thought leaders of behavioral economics and examples of how you can apply it to customer experience are here.\u003c\/p\u003e\u003cp\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e\u003cem\u003eNext Generation Customer Experience\u003c\/em\u003e focuses on innovating customer experiences revealing how it really happens and the distinctive characteristics of successful innovators. Then there are examples from Don DiCostanzo at Pedego electric bike, Jack Dorsey at Square, Bj?rn Granberg at SkimSafe\/SkimSure, Intuit, CourseKey, and more.\u003c\/p\u003e\u003cp\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003eThis book is practical and innovative with a compelling blend of shared experience, research, charts, and real business stories bringing insights to life. There are templates including: Key elements of a customer experience buyer persona; The customer, guest or patient experience interaction evaluation tool; Findings organization; and the Out-of-Box Customer Experience Development and Testing template. You and your colleagues will find these templates indispensable for delivering your own customer experiences.\u003c\/p\u003e\u003cp\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003eThe next generation will significantly increase the number of customer experience-first markets. The customer experience leaders of the next generation will go beyond being financially successful to being significant to their customers' lives. They will purposely help define the next generation of customer experiences. Reading \u003cem\u003eNext Generation Customer Experience\u003c\/em\u003e will help you get there and stay there!\u003c\/p\u003e\u003cp\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003e\"If you are looking to improve your customer experience, this will be a resource you will turn to again and again. Like an expert travel guide, \u003cem\u003eNext Generation Customer Experience\u003c\/em\u003e has many gold nuggets and inspiration on what actions you can take to get the most out of what you are trying to achieve. You'll find the answers here.\"\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003e- Kate Gorman, CX Director, CSBA (Customer Service Benchmarking Australia)\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003e\"Jeof does it again! This book builds on existing CX approaches while introducing the latest concepts and frameworks for CX innovation. A definite must read for all interested in increasing growth, customer advocacy, and profitability!\"\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003e- Dann Allen, Executive CX Strategic Advisor and former CX Executive at MUFG Union Bank and Bank of the West\u003c\/strong\u003e\u003c\/p\u003e\u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 258\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 0.54 x 9 x 6 IN\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e June 12, 2024\u003c\/div\u003e","brand":"Books by splitShops","offers":[{"title":"Default Title","offer_id":51747994042656,"sku":"9798989438709","price":25.9,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0974\/9764\/5344\/files\/da142fea8d6cf3cb0c16d5b6a54e969e.webp?v=1779902700","url":"https:\/\/ebocreations.com\/products\/next-generation-customer-experience-how-companies-like-servicenow-netflix-and-intuit-are-creating-next-generation-cx-now-paperback","provider":"The E-Book Oasis LLC","version":"1.0","type":"link"}