nce (CX) professionals share their current best-thinking, strategies and insights for achieving impact and visibility using world-class, best-practice CX principles.

Editors: Naeem Arif, Andrew Priestley.

Contributors are experienced, qualified CX experts including Neil Skehel (Foreword), Richard Jordan, Sirte Pihlaja, Laura Tengerdi, Stephanie Linville, Francesca Tempestini, Sharon Boyd, Mohamad El-Hinnawi, Marc Karschies, Sandra D P Thompson, Robert Azman, David Wales, Serena Riley, Anita Ellis, Miles Courtney-Thomas, Gabriela Geeson, James Brooks, Daniel Dougherty, Olga Potaptseva, Joanna Carr, Edward Mei, Thomas Fairbairn, Nick Lygo-Baker, Olivier Mourrieras, Gustavo Imhof, Jessica Noble, Gregorio Uglioni, Mandisa Makubalo and Anna Noakes Schulze.

Topics include: Customer centric culture

Organisation adoption and accountability

VoC insight and understandings

CX design and improvement

CX metrics, measurement and ROI

CX strategy

This is the anticipated follow-up third volume packed with frontline experience, insight and value for professionals wanting to dramatically enhance the customer experience in their organization.