The New Customer Experience Management by Ivaylo Yorgov

The New Customer Experience Management by Ivaylo Yorgov

A comprehensive guide to a burgeoning field, this book shows how to design and implement a future-proof post-sales service program focused on proactively addressing customers' needs in a personalized way.

"If you are doubting your CX initiatives, then this is the book for you! It describes a well-researched and clearly thought out process to proactively support customers achieve their real goals, creating value and thereby genuine satisfactionRead this book if you dare to be a radical agent of change!"

- Matthew Tod, Former leader of PWC Customer Consulting

"At last, a step-by-step guide to delivering real-world revenue from long under-utilised customer experience data. When implemented well Yorgov’s approach is proven to noticeably raise customers’ experience, positively impact tenure and increase recommendations."

- Iain Bell, Former Director, Client Data Services at Afiniti, Director Customer Analytics at Liberty Global, and Head of Customer Intelligence at BSkyB

"Ivaylo Yorgov's book offers fascinating insights into how to strengthen the bond between you and your customers. It's a "must read" for managers and CX practitioners who want to ensure that customers remain loyal, even after the sale!"

- Michael Brandt, CCXP, Founding Member and Ambassador of the European Customer Experience Organization (ECXO), ex-Group Vice President - Customer Experience at ABB

"If you are doubting your CX initiatives, then this is the book for you! It describes a well-researched and clearly thought out process to proactively support customers achieve their real goals, creating value and thereby genuine satisfaction. Read this book if you dare to be a radical agent of change!"
Matthew Tod, Former leader of PWC Customer Consulting

"At last, a step-by-step guide to delivering real-world revenue from long under-utilised customer experience data. When implemented well Yorgov’s approach is proven to noticeably raise customers’ experience, positively impact tenure and increase recommendations."
Iain Bell, Former Director, Client Data Services at Afiniti, Director Customer Analytics at Liberty Global, and Head of Customer Intelligence at BSkyB

"Ivaylo Yorgov's book offers fascinating insights into how to strengthen the bond between you and your customers. It's a 'must read' for managers and CX practitioners who want to ensure that customers remain loyal, even after the sale!"
Michael Brandt, CCXP, Founding Member and Ambassador of the European Customer Experience Organization (ECXO), ex-Group Vice President – Customer Experience at ABB

Ivaylo Yorgov is an award-winning customer experience and analytics leader with more than 15 years of experience. He is currently the Managing Director of GemSeek, a customer analytics company, helping his teams to support clients such as Philips, Liberty Global, Yara, Rockfon, Vodafone, Heidelberg Cement, and Signify.

SKU	Unavailable
ISBN 13	9781032313412
ISBN 10	1032313412
Title	The New Customer Experience Management
Author	Ivaylo Yorgov
Condition	Unavailable
Binding Type	Paperback
Publisher	Taylor & Francis Ltd
Year published	2022-11-11
Number of pages	136
Cover note	Book picture is for illustrative purposes only, actual binding, cover or edition may vary.