People love elegance and simplicity, particularly as the world gets ever more complex. It helps them relax and think.

So, what makes something inherently complex simple enough to capture and keep our attention? What is it that makes people go ‘wow, I want one’? That’s where Customer Experience (CX) comes in.

This pocketbook is intended to introduce the science, principles and real-world applications of a CX strategy to drive better engagement with customers. 

The content is aimed at those in charge of all or a part of customer experiences such as in sales, marketing, digital, customer services, account management, CRM, retentions, and overall base management. 

We’ve included the best practices, skills, capabilities, and ways used by companies that successfully develop longer-lasting relationships with customers to help their business grow…