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Transform Customer Experience ... is absolutely jam-packed with the latest thinking, the most competitively successful ideas and practical case studies from around the world.' DON PEPPERS, best-selling author and global CX authority Your customers are your future Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never...

In today's competitive global market, good customer experience isn't enough. From one industry to another, customers are demanding the 'wow' factor. They expect to be able to deal with organisations at any time, moving seamlessly between different channels, and they expect to encounter great customer experience at every point along the way. So how do you gain customers' trust and loyalty in an environment where they are writing the rules? The ...