Stand out in a world
Digitalization gives businesses an unprecedented opportunity for top-quality customer experience—but it also poses a major challenge.
The Swipe-Right Customer Experience
In the digital-first era, people want experiences, not products. And not just any experiences—they want real experiences that turn transactions into engagement and materialism into experimentalism.
The Swipe-Right Customer Experience shows how the best companies in retail, retail banking, hospitality and travel, healthcare, and education have transformed customer experience. They redesigned their systems and processes around the customer, unified data, and changed their organizational culture and employee mindset—and reaped the rewards. With these champions as a model, your own company or organization can learn how to attract, engage, and keep customers in the digital-first world.
“In today’s digital economy, great customer experience separates the winners from the losers. In this excellent book, Sanna and Belinda provide a compelling vision and useful guidelines on how to delight your customers.”
Edward W. Carter Professor of Business, Harvard Business School
“Sanna’s and Belinda’s book provides a refreshing reminder to any seasoned executive on how the digital customer experience will be the key success factor and practically no sector will be immune to disruption. The case studies are useful to anyone who is looking to understand how this change will have seismic consequences.”
Chief Marketing Officer, SVP Commercial Operations at Verizon Business