Books

Leading the Customer Experience

How to Chart a Course and Deliver Outstanding Results
Many organizations and leaders struggle to respond effectively to fast-evolving customer expectations driven by innovations in products, services and technologies such as AI and mobile. Failing to build the necessary strategy, culture and processes, they suffer from high costs, dissatisfied customers and brand damage.

The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way.

Contact Center Management on Fast Forward

Succeeding in the New Era of Customer Experience
(4th Edition)
Contact Center Management on Fast Forward is the most widely read book on contact center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world. Now, this fourth edition is updated new guidance on customer expectations, omnichannel, social media, performance metrics, strategy, and much more!