Think Human: The Customer Experience Revolution in the Digital Age by Olivier Du

Description: Think Human by Olivier Duha Maximize customer satisfaction by transforming your customer relations into a key strategic resource, learning how to effectively utilize technology as well as the human touch to create a winning customer experience. FORMAT Paperback CONDITION Brand New Publisher Description In an increasingly competitive and digitalized world where experience has become king, Olivier Duha, CEO of Webhelp, highlights the radical evolution of customer relations and outlines six golden rules to maximize customer satisfaction.Advocating for the importance of the human factor assisted by technology in the digital age of customer relations, this book explores the impact of the digital revolution on brands, their shift from being product-focused to customer-focused and provides strategies for how brands can succeed in the battle for the customer. By developing customer relations teams that value the role of the human being augmented by technology, Think Human explores how you can put technology at the service of humans and take control to create valuable customer experiences. Drawing on over two decades of experience developing Webhelp into a leading global provider of game-changing customer journeys, this book shows you how to develop your customer relations team into a key strategic resource for growth. Author Biography Olivier Duha is the CEO and co-founder of Webhelp, a leading global provider of IT solutions and customer experience management services. Prior to founding Webhelp, he worked Bain & Company and served on the advisory council on strategy and mergers and acquisitions for LEK Consulting. He also served as President and Vice President of CroissancePlus from 2009 to 2013. Based in Brussels, Belgium, he is a member of the Mouvement des Entreprises de France (MEDEF), Frances largest employers federation. Table of Contents Chapter - 00: Introduction;Section - ONE: A digital coup détat – the customer becomes the new master of commerce;Chapter - 01: Before the digital revolution – the pre-customer era;Chapter - 02: The customers copernican revolution;Chapter - 03: The customers subjectivity is the number one concern for brands;Section - TWO: How to win the battle for customers;Chapter - 04: Customer experience – the new brand compass;Chapter - 05: The keys to a successful customer journey;Chapter - 06: What can you do ? a toolbox to manage customer relationships;Chapter - 07: Conclusion; Review "A great summary of the challenges companies face when trying to deliver an outstanding customer experience combined with practical ideas on how to address them. A must-read for anyone who has to decide where to invest precious resources in CX, and a timely reminder about the importance of humans in the delivery of exceptional customer experiences." * David Rickard, Partner, Everest Group *"Customers are a firms most valuable asset. Therefore, it makes economic sense to nurture, protect and develop that asset. The book Think Human extends that view by focusing on the experiences customers have in their interactions with firms. Olivier Duha makes a convincing case that firms need to embrace technology to enhance the human side of the customer experience. After all, customers are human beings and have to be treated accordingly." * Dr Heiner Evanschitzky, Professor of Marketing, Alliance Manchester Business School, University of Manchester *"Behavioural science has consistently demonstrated that experiences are the most critical factors shaping human behaviour. In this hugely insightful and useful book, Olivier Duha uses his extensive research, knowledge and experience in the field to guide readers on what creates game-changing customer experiences. By recognizing that customer relationships are fundamentally human relationships, he provides invaluable advice and frameworks for creating great human experiences for the people who buy from your business - without whom you have no business." * Richard Chataway, author of The Behaviour Business *"This is a vital and amazingly comprehensive reference for all of us involved in the Copernican struggle to make technology work for humans rather than the other way around." * Rory Sutherland, Vice Chairman, Ogilvy *"In a thought-leadership tour de force, Olivier Duha identifies with precision not only the key challenges that have evolved in the art of customer management, but he does so while proposing real-world solutions that all CX professionals should be heeding as they make plans for 2024. In a world where the customer experience sector is filled with theoretical rhetoric and management speak, Think Human is one of the best blueprints for getting CX right that I have had the privilege of reading in some time." * Peter Ryan, Principal Analyst and Founder, Ryan Strategic Advisory *"Think Human provides a timely and compelling explanation as to why human endeavour will continue to be vital in an increasingly digital world. Olivier Duha draws on his own extensive knowledge about the importance of a strong human-first approach to successful customer outcomes. This book is an essential read for decision makers charged with competing choices for their customer operations. Achieving the correct equilibrium of human endeavour and automation is the holy grail of success in businesses of all sectors during todays climate of disruption and significant change." * Anne-Marie Forsyth, CEO, CCA Global *"Olivier Duhas sentiment that human connection is central in our world aligns with my own beliefs. Think Human demonstrates a strong understanding of marketing and its role in customer service as a means for business growth, and the way Olivier Duha builds on the historical foundations of business success with the 4Es is refreshing. Business leaders would benefit greatly from reading this book to give their organizations a chance in the modern world." * Leigh Hopwood, CEO, CCMA (Call Centre Management Association) * Details ISBN1398614521 Author Olivier Duha Publisher Kogan Page Ltd Year 2024 ISBN-13 9781398614529 Format Paperback Publication Date 2024-01-03 Imprint Kogan Page Ltd Subtitle The Customer Experience Revolution in the Digital Age Place of Publication London Country of Publication United Kingdom AU Release Date 2024-01-03 NZ Release Date 2024-01-03 UK Release Date 2024-01-03 Alternative 9781398614543 Audience Tertiary & Higher Education DEWEY 658.812 Pages 224 ISBN-10 1398614521 We've got this At The Nile, if you're looking for it, we've got it. With fast shipping, low prices, friendly service and well over a million items - you're bound to find what you want, at a price you'll love! TheNile_Item_ID:157787210;

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