Why Your Customer Experience Program Will Fail (e-Book)

Did you know that 93% of all customer experience programs fail? Read this book to make sure you make it into the 7% that do succeed. Whether you are just getting started with CX or have already implemented a strategy, this book will help you achieve measurable results and avoid the biggest mistakes, which the authors have already made for you. It is a practical guide full of concrete examples, best practices and step-by-step plans you can start applying tomorrow. You will read about inspirational and proven strategies for various industries, both B2B and B2C. "Most companies have great CX intentions, but way too often those intentions don't seem to leave the PowerPoint deck. In this book, you will find concrete tips and advice to change your intentions into world class execution." - Steven Van Belleghem Friederike Niehoff earned a MSc in Consumer Psychology and is a Certified Customer Experience Professional with a long track record in improving CX with one clear connecting thread: understanding what really drives human behavior. Aleksandra Pilniak is a Hofstede Certified Practitioner in Organizational Culture and a judge at the International CX Awards. Growing up in Poland, studying in Italy and living in the Netherlands has made her a true expert when it comes to cultural differences and managing CX communities.