Contents
PART ICUSTOMER EXPERIENCE: THE NEW COMPETITIVE BATTLEGROUND
1. Customer Experience in the “New Normal”
2. The Four Essentials of a Profitable Customer Experience
Case Study: “Coop: Grocer Moves Shopping to the Palms of Customers’ Hands”
3. B2B Customer Experience: Different Animal, Same Spots
Case Study: “Synopsys: Focus on Customer Success Yields Substantial Cost Savings for Synopsys”
4. Throwing Out the Old Playbook
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