Introduction: The 4D Xperience Model

Chezy Ofir and Nadav Goldschmidt

Chapter 1 in Customer Xperience Leadership:A Blueprint to Maximize Performance, 2024, pp 1-7 from World Scientific Publishing Co. Pte. Ltd.

Abstract: The digital, mobile, and social media world we live in has dramatically changed the business landscape in many ways. Probably the major change is the shift in power from companies to customers. In the past, customers were completely dependent on the company’s goodwill before, during, and after the purchase. The company decided what information customers received, the place of the transaction, and the time it happens (i.e. opening hours)…

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
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