Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management can be vital in providing a competitive advantage for busin

Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on

Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management can be vital in providing a competitive advantage for busin

Is the customer in your boardroom? The business strategies of most companies in India are marked by the supply-sided, tunnel vision of the market and obsessivel

Presenting the most recent developments in research and strategy, this text applies these theories and illustrates their implementation in business cases.