Think Human: The Customer Experience Revolution in the Digital Age

Olivier Duha emphasizes the importance of the human factor in customer relations and provides six golden rules to maximize satisfaction in the digital age. He advocates for developing customer relations teams that value the role of technology augmented by humans to create valuable experiences.

Format: Paperback / softback
Length: 224 pages
Publication date: 03 January 2024
Publisher: Kogan Page Ltd

In the ever-competitive and digitally transformed landscape, where customer experience holds paramount importance, Olivier Duha underscores the profound shift in customer relations and presents six golden rules to achieve maximum customer satisfaction. Embracing the significance of the human element, aided by technology, in the age of digital customer interactions, this book delves into the impact of the digital revolution on brands, their transition from product-centric to customer-centric approaches, and offers strategies for brands to thrive in the fierce battle for customer loyalty. By cultivating customer relations teams that prioritize the role of the human being complemented by technology, organizations can leverage technology to serve humans and gain control to create meaningful and valuable customer experiences. Drawing on his extensive two-decade tenure as the driving force behind Webhelp's transformation into a globally renowned provider of game-changing customer journeys, Duha offers valuable insights on how to elevate your customer relations team to become a vital strategic resource for sustainable growth.

Weight: 350g
Dimension: 234 x 156 (mm)
ISBN-13: 9781398614529