{"product_id":"the-digital-first-customer-experience-seven-design-strategies-from-the-worlds-leading-brands-9781398612631","title":"The Digital-First Customer Experience: Seven Design Strategies from the World's Leading Brands","description":"\u003cp\u003e\u003cb\u003eThe definitive guide to designing digital-first experiences customers love.\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e In his third book on the topic of customer experience, bestselling author and consultant \u003cb\u003eJoe Wheeler\u003c\/b\u003e 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 Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. \u003cp\u003e\u003c\/p\u003ePart One introduces the new \"3 Cs\", key trends associated with technology convergence, competition 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. Part Three provides a playbook for how to design digital-first experiences, including how to solve the \u003ci\u003eright\u003c\/i\u003e problems, develop a measurable \u003ci\u003ebusiness case\u003c\/i\u003e, design digital-first experiences customers love and execute the new design at scale.\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAbout the Author\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003eJoe Wheeler\u003c\/b\u003e is a bestselling author, speaker and consultant. He is the CEO of CX\/Digital, a subsidiary of The Service Profit Chain Institute (SPCI), a Boston-based consulting firm. Before launching The Service Profit Chain Institute, he was the Quality and Productivity Executive for Bank of America. Prior to this, he was Executive Vice President with The Forum Corporation, where he managed the firm's Customer Experience Consulting Practice. \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003eHe earned his MBA from Edinburgh Business School and lives in Hingham, Massachusetts.\u003cbr\u003e","brand":"Kogan Page","offers":[{"title":"Default Title","offer_id":50487747969298,"sku":"9781398612631","price":29.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0831\/4771\/8930\/files\/img_334a5f0e-0fa4-42b6-a914-79dc1c27cd3c.jpg?v=1730452621","url":"https:\/\/surprise-castle.myshopify.com\/products\/the-digital-first-customer-experience-seven-design-strategies-from-the-worlds-leading-brands-9781398612631","provider":"Surprise Castle","version":"1.0","type":"link"}