24 international 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, Ian Golding, Andrew Priestley.

Contributors are experienced, qualified and certified CX experts including Greg Melia (CEO CXPA), Marleen van Wijk, Sirte Pihlaja, Stefan Osthaus, Daniel Hoff-Rodrigues, Gayana Helder, Olga Guseva, Ruth Crowley, Spiros Milonas, Olga Potaptseva, Nick Lygo-Baker, Richard Jordan, Stacy Sherman, Bruno Guimarães, Betül Yılmaz, Michelle Badenhorst, Patricia Sanchez Diaz, Alec Dalton, Janelle Mansfield, Christopher Brooks, Hannah Foley, Umer Asif, Sarb Rana, Sharon Boyd, and Katie Stabler.

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 second volume packed with frontline experience, insight and value for professionals wanting to dramatically enhance the customer experience in their organization. The bestselling Customer Experience 1 (November 2019) is available on Kindle and paperback.