From the Book - First edition.
Part I: What Do Organizations Miss on Today?
Chapter 1: The Nagging Questions
Chapter 2: Big Research Findings
Chapter 3: Evidence From Independent Research
Chapter 4: The Psychological Explanation
Part II: What Organizations Need to Do Tomorrow-The Seven Business Practices for Emotional Connection
Chapter 5: Practice 1: Aim Your Design on Building an Emotional Connection and a Feeling of a Relationship With Customers
Chapter 6: Practice 2: Take Into Account That Customers Are Not Aware of Their Inner Drivers
Chapter 7: Practice 3: Include Emotions in Your Research
Chapter 8: Practice 4: Be Deliberate About the Emotions You Want to Evoke and How to Evoke Them
Chapter 9: Practice 5: Aim for the Same Emotions in the Employee Experience
Chapter 10: Practice 6: Make Your Customer Experience Program Sustainable
Chapter 11: Practice 7: Aim Your Brand at Making an Emotional Connection
Part III: The Tomorrow of CX Management and How to Get There
Chapter 12: The Problem With Digital Transformation Today
Chapter 13: AI and the Future of Customer Experience
Chapter 14: The Rise of Customer Science Teams
