Customer Xperience Leadership:A Blueprint to Maximize Performance

Nadav Goldschmidt
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Nadav Goldschmidt: The Center of Xperience Leadership, Israel

in World Scientific Books from World Scientific Publishing Co. Pte. Ltd.

Abstract: The success of private sector companies as well as public sector organizations is positively correlated with the level of customer experience they deliver. Outstanding experiences lead to high performance, satisfied customers, and many other positive outcomes. Poor experiences lead to countless negative problems and obstacles within the company and dissatisfied, frustrated customers outside.

Keywords: Customer Experience; Service-Leadership; Service-Related Technology (IOT; AI; AR); Hyper-Personalization; Customer Profitability; Measuring Experiences; Customer Journey; Customer Analytics; Human-experience; Self-Service (search for similar items in EconPapers)
JEL-codes: M1 M31 (search for similar items in EconPapers)
Date: 2024
ISBN: 9789811264085
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https://www.worldscientific.com/worldscibooks/10.1142/13077 (text/html)
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Chapters in this book:

Ch 1 Introduction: The 4D Xperience Model , pp 1-7

Chezy Ofir and Nadav Goldschmidt

Ch 2 What is Customer Xperience? , pp 11-23

Chezy Ofir and Nadav Goldschmidt

Ch 3 Why Invest in Customer Xperience? , pp 25-33

Chezy Ofir and Nadav Goldschmidt

Ch 4 What Do Customers Want? , pp 35-49

Chezy Ofir and Nadav Goldschmidt

Ch 5 Customer-First Vision & Strategy , pp 53-65

Chezy Ofir and Nadav Goldschmidt

Ch 6 A Customer-Obsessed Culture , pp 67-79

Chezy Ofir and Nadav Goldschmidt

Ch 7 Service-Oriented Organizational Structure and Processes , pp 81-95

Chezy Ofir and Nadav Goldschmidt

Ch 8 The Digital Service Transformation , pp 97-115

Chezy Ofir and Nadav Goldschmidt

Ch 9 Service Managerial Leadership , pp 117-130

Chezy Ofir and Nadav Goldschmidt

Ch 10 A Customer-Focused Human Resources (HR) , pp 131-159

Chezy Ofir and Nadav Goldschmidt

Ch 11 Autonomous Xperience: Technology Serving People , pp 163-180

Chezy Ofir and Nadav Goldschmidt

Ch 12 Human Xperience: People Serving People , pp 181-198

Chezy Ofir and Nadav Goldschmidt

Ch 13 Xperience Measurement Program , pp 201-225

Chezy Ofir and Nadav Goldschmidt

Ch 14 Intelligent Customer Analytics , pp 227-251

Chezy Ofir and Nadav Goldschmidt

Ch 15 The Future of Customer Xperience Leadership , pp 253-258

Chezy Ofir and Nadav Goldschmidt

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