Hot CX: Customer Experience For Realists - Paperback

by Andrew Stothert (Author), Gary Moss (Author)

Hot CX is silo bustin', data rich, fast and flexible. It drives revenue and cuts costs. Hot CX forces differentiation, keeps customers central and colleagues inspired. Hot CX embraces the dreamers and the realists of this world, it reaches for the stars while keeping its feet firmly on the ground and everything real. It works by aligning the customer and employee experience, the business needs and the vision for the brand. It has to do all these things - anything else just isn't hot. Hot CX does not mean producing the greatest, most mind-blowing customer experience that wins endless awards. It means using the brand to drive a compelling omnichannel customer experience that drives success.