The book consists of theory, interviews, practical tips, resources and recommendations. It also contains evaluation material for understanding a company’s current status and identifying further improvement areas. The reader can easily pick one area for special focus at a time.
Each main chapter consists of the following sections:
- Presentation of the topic
- Seen in Practice: Cases and comments based on interviews with CX experts
- Tips and resources: What to do as a CX Manager, links to CX-related web sites and blogs, recommended reading
- Check where you stand: A worksheet for evaluating the current status of a company’s CX maturity and identifying improvement areas