We are passing through a paradigm shift and surviving in this upcoming paradigm doesn't seem possible through traditional marketing and management strategies. T

In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by intro

This is a reference field guide for customer experience management professionals to use in their work. It discusses a customer experience management program as

Organizations that want to deliver required outcomes can do so by shifting gears from traditional 'command and control tactics', to a more collaborative way of

We are in what many call “The Age of the Customer.” Customers are empowered more than ever before and demand a high level of customer attention and service. T