The DMI Guide to Customer Experience (CX)

Customer experience (CX) is one of those marketing buzzwords that has been gaining traction over the past number of years. However, it’s not just some new, fancy fad. In fact, CX is fast becoming a key focus for many marketers and business leaders. 

Put simply, CX refers to how customers experience your brand. It encompasses all customer interactions. This involves managing customer engagement at all touchpoints along the customer journey. As a result, it spans marketing, sales, operations, and customer service, and it works across digital and traditional business models. 

This 50-page ebook offers a comprehensive guide to CX, explaining:

•      The value of CX for the organization
•      Where to get started with CX
•      How to develop, deliver, and implement a CX program for your organization. 

Throughout, you’ll find several best-in-class examples to inspire you!
 

Contents

• Introduction
• Chapter 1: What is Customer Experience (CX)?
• Chapter 2: Starting Your CX Journey
• Chapter 3: Building Your CX Program
• Chapter 4: Strategic Considerations of Customer Experience
• Chapter 5: Winning at CX
• Conclusion

CPD Credits

CPD-registered members are entitled to claim 0.5 points for downloading and reading this eBook. Learn how to log your credits.

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