Synopses & Reviews
Synopsis
The definitive guide to designing digital-first experiences customer love.
In his third book on the topic of customer experience, best-selling author and consultant Joe Wheeler tackles the challenges many organizations are facing as they attempt to design compelling experiences in a digital-first world. It features case studies of leading brands including, NIKE, Amazon, CEMEX, and others.
Part One introduces the new "3 C's", key trends creating urgency for companies to define a digital-first customer experience strategy. They include the convergence of technologies, the emergence of a new breed of competitors and, culture change in a post-pandemic world. Part Two takes a deep dive into seven design strategies from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Finally, Part Three provides a playbook for how to design digital-first experiences including how to focus on solving the right problems, develop a powerful business case, design digital-first experiences customers' love and then execute the new design at scale.
The Digital-First Customer Experience - Seven Design Strategies from the World's Leading Brands belongs in the reading library of any manager preparing their company for the coming digital tsunami. Pre-order it today on Amazon.