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Think human : the customer experience revolution in the digital age  Cover Image Book Book

Think human : the customer experience revolution in the digital age / Olivier Duha.

Duha, Olivier. (Author).

Summary:

"In an increasingly competitive and digitalized world where experience has become king, Olivier Duha, CEO of Webhelp, highlights the radical evolution of customer relations and outlines six golden rules to maximize customer satisfaction. Advocating for the importance of the human factor assisted by technology in the digital age of customer relations, this book explores the impact of the digital revolution on brands, their shift from being product-focused to customer-focused and provides strategies for how brands can succeed in the battle for the customer. By developing customer relations teams that value the role of the human being augmented by technology, Think Human explores how you can put technology at the service of humans and take control to create valuable customer experiences. Drawing on over two decades of experience developing Webhelp into a leading global provider of game-changing customer journeys, this book shows you how to develop your customer relations team into a key strategic resource for growth"-- Provided by publisher.

Record details

  • ISBN: 9781398614543 (hardcover)
  • Physical Description: xi, 206 pages : illustrations ; 24 cm
  • Publisher: London, United Kingdom : Kogan Page, 2023.

Content descriptions

General Note:
"Published in the original French as Think Human by Éditions Eyrolles in 2022"--Title page verso.
Bibliography, etc. Note:
Includes bibliographical references and index.
Formatted Contents Note:
PART 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 Concerns for Brands -- PART 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 to Do? A Toolbox to Manage Customer Relationships -- Conclusion.
Language Note:
Translated from the French.
Subject: Customer relations.
Customer services.
Internet marketing.

Available copies

  • 1 of 1 copy available at University College of the North Libraries.

Holds

  • 0 current holds with 1 total copy.
Show Only Available Copies
Location Call Number / Copy Notes Barcode Shelving Location Holdable? Status Due Date
The Pas Campus Library HF 5415.5 .D88 2023 (Text) 58500001249127 Stacks Volume hold Available -


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