Planning, Measuring, and Optimizing Great Digital Customer Experiences
By Greg Kihlström
About the Book
We are truly living in the age of customer experience. With the proliferation of tools that allow better and more holistic design of customer experience and consumer journeys, comes an increased ability to measure, analyze, and optimize.
This new age of increased integration means that successful customer experience involves many teams and departments within an organization to become successful.
Marketing, Customer Service, Technology, Operations, and HR are now all on the front lines in an effort to provide the absolute best experience that draws new customers in, and keeps existing customers coming back.
Digital Delight uncovers the methods, approaches, and measurements needed in order to compete in a customer-centric world. The book gives practical examples of how to plan, build, measure, and optimize a successful customer experience platform, as well as how to prepare an organization for such an effort.
Digital Delight is Kihlström’s latest book, following Ever Seeking: A History and Future of Search. These have been completed in addition to his Agile series of books, which started with 2016’s The Agile Web, exploring how the agile methodology applied properly website design, can create dramatic improvements in their efforts. 2018’s The Agile Brand explored how brands that embrace consumer feedback and create a “living” brand that evolves over time while staying true to its values.