Zaki Data-Driven Customer Experience Transformation

Optimize Your Omnichannel Approach
1. Auflage 2025
ISBN: 978-1-3986-1743-8
Verlag: Kogan Page
Format: EPUB
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 336 Seiten, Accessible EPUB

Looking to master customer experience strategy and drive consistent engagement across all channels?

Data-Driven Customer Experience Transformation is a practical and aspirational guide for mid-career professionals aiming to build credibility and lead impactful CX initiatives. Grounded in rigorous research from the Cambridge Service Alliance at the University of Cambridge by Mohamed Zaki, this book provides proven frameworks and actionable tools to help you design and optimize seamless experiences across digital, physical and social platforms.

You'll learn how to:

- Develop and implement omnichannel CX strategies aligned with business goals
- Apply data-driven principles to predict customer engagement and identify growth opportunities
- Optimize real-time management of customer interactions for consistency and loyalty
- Leverage AI and analytics to deepen customer relationships and enhance personalization
- And learn from real-world examples featuring Microsoft, KFC and Emirates Airline

Equip yourself with the expertise to lead CX transformation that drives customer loyalty and accelerates your career in a competitive marketplace.

Themes include: Customer experience strategy, omnichannel engagement, data analytics, AI in CX, loyalty, real-time management, career development

Autoren/Hrsg.

Zaki, Mohamed

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege
• Mathematik | Informatik EDV | Informatik Daten / Datenbanken Data Mining
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Marketing
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management E-Commerce, E-Business, E-Marketing
• Wirtschaftswissenschaften Betriebswirtschaft Management Internationales Management

Inhaltsverzeichnis

Chapter - 01: Introduction; Chapter - 02: Customer experience-centric strategy; Chapter - 03: Data-driven customer experience design; Chapter - 04: Customer journey; Chapter - 05: Customer delight; Chapter - 06: Customer experience design challenges; Chapter - 07: Customer experience measurements; Chapter - 08: Customer loyalty; Chapter - 09: Customer engagement; Chapter - 10: Personalized experience; Chapter - 11: Brand equity; Chapter - 12: Data-driven business models; Chapter - 13: Conclusion and future outlook;

Über Autor(innen)

Zaki, Mohamed
Mohamed Zaki is Professor at the Institute for Manufacturing, Department of Engineering, University of Cambridge and Deputy Director of Cambridge Service Alliance. He has 100+ publications in highly ranked service management journals, top conferences and practical outlets such as the Harvard Business Review. He has consulted and lectured for over 50 organisations, including Manchester United, Caterpillar and IKEA. He is course leader for the Data-Driven Design for Customer Experience (CX) online course at Cambridge University Press and Assessment. He was awarded the Industry Impact in Services Award by the Cambridge Service Alliance in 2025.

Mohamed Zaki is Professor at the Institute for Manufacturing, Department of Engineering, University of Cambridge and Deputy Director of Cambridge Service Alliance, a research centre that brings together the world's leading firms and academics to address digital service transformation challenges. He has consulted and lectured for over 50 organisations, including Manchester United, Caterpillar and IKEA. He is course leader for the Data-Driven Design for Customer Experience (CX) online courseat Cambridge University Press and Assessment.