£146.84

CXPA's CX Book of Knowledge-1st Edition, Revised

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Description

Rooted and structured in the 2013 and 2020 psychometric job analysis studies of the CX leader role, CXPA's CX Book of Knowledge provides over 300 pages of clear, practical guidance on terms, processes, and theory essential to understanding customer experience. Organized into the five sections of the CXPA CX Framework (Customer Experience Strategy; Customer Understanding and Insights; Design, Implementation, and Innovation; Metrics, Measurement, and ROI; and Culture and Accountability), the book is written as a thorough, approachable primer that has the value of an academic textbook told through the informed voice of experienced CX professionals. To help provide deeper understanding, the book draws not only on seminal and contemporary CX works, but also on insights and theories from etymology, psychology, design, law, marketing, finance, innovation, change leadership, project management, and total quality management to name a few. This revised edition offers updated graphics and contributor information. This edition features insights from 42 global contributors representing diverse industries and regions, including: Ahmad Samir, Aileen Zink, CCXP, Akisia Grigsby, Alicia Freites, CCXP, Anita Siassios, CCXP, Ashima Bhagat, Brett Sharp, Catherine Gauthier, CCXP, Cathy Lipop, CCXP, Christopher Miller, CCXP, Dave Seaton, CCXP, DeAnn Campbell, Diane Magers, CCXP, Dragana Crevar, Erna Alfred Liousas, CCXP, Esther Mustow, Greg Kihlstrom, Heather Gillbanks, CCXP, Howard Lax, Jennifer Koffie, Jeff Lojko, Jerry Pasierb, CCXP, Karen Riordan, Karan Thaker, CCXP, Larry Leung, Lancelot Sequeira, Marc Karschies, CCXP, Marc Mandel, CCXP, Matteo Todesco, Michelle Sawa, CCXP, Mike Wittenstein, Muneer Mubashir, Nancy Ortenburg, Patty Soltis, CCXP, Rajith Nair, CCXP, Rania Mehwi, CCXP, Ray Killebrew, Sophia Frey, CCXP, Suzanne Kinney, CCXP, Teena Kurian, CCXP, Venkata Dasari, CCXP, and Victor Musiwa, CCXP.

Product Specifications

Format: paperback
ASIN: 1958868167
Category: Books > Subjects > Business, Finance & Law > Sales & Marketing > Customer Services
Domain: Amazon UK
Release Date: 27 January 2025
Listed Since: 19 August 2025

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CXPA's CX Book of Knowledge-1st Edition, Revised

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