Sprinklr ebook cover

Feeling like you need some guidance with your CX Journey? Not sure where to turn?

I’m excited to share details about a new ebook for which I wrote a chapter. The book was compiled by Sprinklr, and it’s aptly titled, The Survival Guide to Customer Experience.

It doesn’t matter what your ads say. In today’s world, the only thing that customers care about is the experience. Customers want a consistent brand experience each time they interact with your brand – and they want it across all channels.

But how exactly do you pull this off? Through successful customer experience management.

This ebook brings together 20 CX thought leaders (including Barry Dalton, Stan Phelps, Gregory Yankelovich, Steve Curtin, Roy Atkinson, Jeanne Bliss, Ian Golding, and more), who write about how to create a sustainable customer experience management initiative.

The book has four sections:

  1. The New Customer-Brand Relationship
  2. The Need for a Holistic View of the Customer
  3. Why Social Media Shouldn’t be a Separate Department
  4. What Good CXM Looks Like

In my chapter, which is part of Section 2, I write about a phrase that I’ve been throwing around a lot lately: “You can’t transform what you don’t understand.”

There is so much great advice in this book. Be sure to download it.

The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. -John Russell