Think Human - The Customer Experience Revolution in the Digital Age

Maximize customer satisfaction by transforming your customer relations into a key strategic resource, learning how to effectively utilize technology as well as the human touch to create a winning customer experience.

List of contents

Chapter - 00: Introduction; Section - ONE: A digital coup d'état - the customer becomes the new master of commerce; Chapter - 01: Before the digital revolution - the pre-customer era; Chapter - 02: The customer's copernican revolution; Chapter - 03: The customer's subjectivity is the number one concern for brands; Section - TWO: How to win the battle for customers; Chapter - 04: Customer experience - the new brand compass; Chapter - 05: The keys to a successful customer journey; Chapter - 06: What can you do ? a toolbox to manage customer relationships; Chapter - 07: Conclusion;

About the author

Olivier Duha is the CEO and cofounder of Webhelp, a leading global provider of IT solutions and customer experience management services. Prior to founding Webhelp, Olivier worked Bain & Company and served on the advisory council on strategy and mergers and acquisitions for LEK Consulting. He also served as President and Vice President of CroissancePlus from 2009 to 2013. Based in Brussels, Belgium, he is a member of the Mouvement des Entreprises de France (MEDEF), France's largest employer's federation.

Product details

• Authors: Olivier Duha
• Publisher: Kogan Page
• Languages: English
• Product format: Paperback / Softback
• Released: 01.01.2024
• EAN: 9781398614529
• ISBN: 978-1-398-61452-9
• No. of pages: 224
• Subjects: Social sciences, law, business > Business > Advertising, marketing; BUSINESS & ECONOMICS / Strategic Planning, BUSINESS & ECONOMICS / Marketing / General, BUSINESS & ECONOMICS / Sales & Selling / Management, BUSINESS & ECONOMICS / Sales & Selling / General, Sales & marketing management, business strategy, Sales & marketing, Sales and marketing, Sales and marketing management