The Digital-First Customer Experience: Seven Design Strategies from the World's Leading Brands

Joe Wheeler's third book on customer experience provides a guide to designing digital-first experiences that customers love, featuring case studies of leading brands and seven design strategies.

Format: Paperback / softback
Length: 328 pages
Publication date: 03 July 2023
Publisher: Kogan Page Ltd

The ultimate guide to crafting digital-first experiences that customers adore is presented in Joe Wheeler's third book on the subject of customer experience. As organizations strive to create captivating experiences in a digital-first world, he addresses the challenges they encounter. This comprehensive resource includes case studies of renowned brands such as Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE, and Amazon.

In Part One, the author introduces the new 3Cs: key trends related to technology convergence, competition, and culture change in a post-pandemic world. Part Two delves into seven design strategies, ranging from creating emotional peaks across channels to empowering customers through immersive experiences that seamlessly blend physical and digital assets. Part Three offers a practical playbook for designing digital-first experiences, covering how to identify the right problems, develop a measurable business case, create experiences that customers love, and successfully implement the new design at scale.

By leveraging the insights and strategies outlined in this book, organizations can elevate their customer experience game and create a competitive edge in the digital age. Whether you're a business leader, designer, or marketer, this guide provides valuable insights and practical tools to help you design digital-first experiences that resonate with your audience and drive meaningful customer engagement.

Weight: 502g
Dimension: 156 x 234 x 21 (mm)
ISBN-13: 9781398612631