• Table of Contents

• Homepage

• Foreword

• Chapter 1 Customer Experience Management and the Customer Journey (7 articles)

• What Is Customer Experience and Why Is It Important?
• Today’s Customer Service and Sales Reality
• The Future Is Customer Experience Management
• The Autonomous Customer 2013
• Switching Is Easy!
• Case Study: Hoepers S.A.
• The Educated Consumer

• Chapter 2 The Lifetime Value of Customer Experience Management (6 articles)

• What Is Customer Lifetime Value?
• The Contact Center’s Role in Customer Lifetime Value
• Case Study: SELLBYTEL
• Measuring Customer Lifetime Value
• How the Right Service Enhances Customer Experience: An Academic Review
• How Social Media and Mobile Technology Impact Customer Experience—Part 1

• Chapter 3 Delivering the Customer Experience (8 articles)

• The Importance of Being Holistic
• Delivering a Superior Customer Experience
• Organizational Strategy and Alignment for Customer Experience Management
• Customer Experience Officers and Contact Center Agents in the Customer Experience Management Age
• Is Technology Killing the Contact Center?
• The Value Outperforms the Barriers: Ricoh Leasing of Japan
• Case Study: Profeco
• How Social Media and Mobile Technology Impact Customer Experience—Part 2

• Chapter 4 Self-Serve the Customer Experience: The Role of Automation (7 articles)

• Maintaining Excellence in Self-Service
• Self-Service Patient Care? (Really!)
• What Customers Hate About Contact Centers
• Picking the Low-Hanging Fruit of Customer Service
• Are Your Customers Frustrated by Security?
• Case Study: Malaysia Airlines
• Managing Your Enterprise Resources the Smart Way

• Chapter 5 The Multichannel Experience (10 articles)

• Why Multichannel Customer Service Is Important
• Your Customers Have a Social Media Presence—Do You?
• Delivering a Personalized Experience: The Multichannel Contact Center
• The Agony of Nonunified Multichannel Contact Centers
• Case Study: Palm Coast Data
• Bringing Social Media Interactions Into the Contact Center
• Government in Action: Multichannel Increases Constituent Satisfaction
• How Will You Leverage Video Communications?—Part 1

• Chapter 6 The Value of Proactive Communications (4 articles)

• The Best Customer Service Is Proactive Customer Service
• Solving the Challenge of Collecting Payments
• The High Cost of Forgetfulness
• Communicating During Emergencies and Service Outages

• Chapter 7 The Value of Actionable Insight Through Speech Analytics (5 articles)

• The Big Benefits of Actionable Insight
• Mitigating and Managing Risk
• Are Your Agents Following Your Scripts?
• Listen to—and Learn From—What Your Customers Are Saying
• Call Center Upgrades 2013

• Chapter 8 Putting It All Together (4 articles)

• Building Your Customer-Driven Organization
• Benchmarking Your Contact Center
• Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance
• How Will You Leverage Video Communications?—Part 2