Robert Dew: Lean CX | Buch

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Cover: 9783110683684 | Lean CX | How to Differentiate at Low Cost and Least Risk | Buch

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Sprache: Englisch

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Beschreibung

In recent years, many companies have realised customer experience (CX) is the new marketing battle ground. Substantial investments have been made to map customer journeys, identify pain points and improve CX to try and create cut-through. Using real world applications to introduce next generation design tools based on proven concepts from strategy, marketing, psychology and creative problem solving, Lean CX: How to Differentiate at Low Cost and Least Risk discusses how to use Lean Management approaches to innovate your customer experience.

This practical book describes how the tools from Lean Management can be applied to the CX innovation problem. The authors draw on hundreds of CX design and strategic innovation projects across a range of industries, both B2B and B2C, from primary research through client work and secondary case studies available in the public domain. The examples include many different vertical industry sectors, including those involving hybrid business models. The cases included share what worked really well and where CX failed. The content goes beyond what actually happened to present an idea of what might be possible with the right design approach and committed resources.

Presents the swarm algorithm which highlights what the next generation of successful organisations might become.
Shows how to overcome the CX change risk and reduce the biggest waste in CX management.
Includes numerous international case examples.

Erscheinungsjahr:	2021
Fachbereich:	Betriebswirtschaft
Genre:	Wirtschaft
Rubrik:	Recht & Wirtschaft
Medium:	Buch
Seiten:	208
Inhalt:	XXX 208 S. 48 s/w Illustr. 21 s/w Tab. 60 short cases studies in boxed text
ISBN-13:	9783110683684
ISBN-10:	3110683687
Sprache:	Englisch
Autor:	Dew, Robert Russell, Bill Allen, Cyrus Bej, George
Hersteller:	De Gruyter
Abbildungen:	48 b/w ill., 21 b/w tbl., 60 short cases studies in boxed text
Maße:	18 x 182 x 246 mm
Von/Mit:	Robert Dew (u. a.)
Erscheinungsdatum:	06.04.2021
Gewicht:	0,536 kg

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