Description
Penguin Random House India Customer to Human The CX Factor in Modern Business by Murali Balaraman
Modern business has changed forever, becoming more customer-centric, and we need clear road-maps to navigate this world. Customer experience-or CX-is every interaction a customer has with your business. It's neither the product nor the service-it's a combination of both. _x000D__x000D_Murali Balaraman has over twenty-five years of experience in multiple roles, as a banker, as part of the IT industry_x000D_and as a management consultant and adviser, interacting with global leadership across five continents. Customer to_x000D_Human weaves together the learnings he has drawn from the industry, ranging from Fortune 500 companies to tiny neighbourhood businesses. In this anecdotal account of successes and failures in CX, it becomes clear that_x000D_customers are the most important part of any business structure. _x000D__x000D_With over 150 individual, easy-to-read and diverse case studies, it presents a revolutionary approach to CX and_x000D_the individual customer journey. The book provides a practitioner's point of view, with actionable suggestions_x000D_and pragmatic concepts that will come in handy no matter what part of the business you work in._x000D_show more