What customers crave a new book on customer experience design

Innovation Meets Customer Experience Design I spend over 18 months researching and writing “What Customers Crave” and now it’s on its way to final development and printing. The book will be available in bookstores worldwide this October. The best way to look at this body of work is that it is essentially “innovation meets customer experience design.” When you think about it, for the last several decades, when we think about innovation we think about bright shiny objects. The truth of the matter is bright shiny objects are nothing more than things that deliver customer value. Ironically these product and technology innovations are being disrupted by CX innovators that are creating new human experiences across the five key touch points, in both digital and nondigital channels across a range of what I call customer node types. Customer Experience (CX) as a design process In the book I share with my readers how the best organizations in the world go beyond old-fashioned customer relationship management, net promoter score and voice of the customer processes to dig deeper into identifying their customers as notes. Once we identify our customer types we can then create incredibly relevant and therefore superior human experiences across the Read More

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