CX-PRO - Beyond the Basics: Advanced Insights for Customer Experience Professionals

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Karl Sharicz

CX-PRO - Beyond the Basics

Advanced Insights for Customer Experience Professionals

Karl Sharicz

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Paperback

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English

Palmetto Publishing
10 September 2024

Behavioural economics; Customer services

"IN THIS SECOND CX-PRO BOOK SERIES, following the acclaimed ""CX-PRO: A Practical Guide for the New Customer Experience Manager,"" the selected authors delve deeper into the intricate realm of Customer Experience Management (CXM). In this volume, a group of sixteen diverse voices, each a luminary, unveils a rich tapestry of insights and practices, guiding readers beyond the fundamentals and into the realms of mastery within the CX discipline.

Against the backdrop of a rapidly evolving business landscape characterized by globalization, technological advancements, market diversity, consumer empowerment, regulatory complexities, and economic interdependence, the importance of Customer Experience as a business strategy emerges. It becomes evident that CX is not merely a component of business strategy but the very heartbeat of successful enterprises, guiding decisions and fostering sustainable growth.

The journey through this book begins at the strategic helm, where the imperative of aligning CX with executive leadership is explored, emphasizing the pivotal role of organizational alignment in fostering customer-centricity. From the boardroom to the frontlines, the narrative traverses, illuminating the vital perspectives of frontline staff and the methodologies for nurturing proficient CX professionals.

Chapters unfold, elucidating the intricacies of delivering exceptional customer service, harnessing the Net Promoter System effectively, utilizing data-driven insights, storytelling as a compelling narrative in CX, leveraging emerging technologies like AI, and embodying authenticity and integrity in CX interactions.

The book underscores the collaborative nature of professional growth within vibrant communities of CX practitioners, consultants, and educators, advocating for human-centered design principles, a quality-centric approach, and the recognition of the enduring power of the human connection in CX. Insights from employees are celebrated as transformative catalysts for innovation, and diverse career paths within the CX ecosystem are explored.

Collectively, these chapters form a comprehensive guide for aspiring CX professionals, offering profound insights, practical strategies, and inspiring narratives to navigate the complexities of modern business and excel in the dynamic discipline of Customer Experience Management. As readers embark on this journey, they are empowered to chart their course towards excellence, guided by the wisdom of seasoned practitioners and educators, towards the mastery of CX as both art and science."

Edited by: Karl Sharicz
Imprint: Palmetto Publishing
Dimensions: Height: 279mm, Width: 216mm, Spine: 10mm
Weight: 472g
ISBN: 9798822952713
Pages: 146
Publication Date: 10 September 2024
Audience: General/trade , ELT Advanced
Format: Paperback
Publisher's Status: Active

Karl has spent over thirty years in high-tech research and manufacturing B2B organizations and has built a proven set of practical skills and business acumen. Throughout his career, he has served a broad range of roles within marketing, sales, training, and training management-developing internal and external customer relationship skills and building a decided customer-centric focus along the way. As the Founder and CEO of HorizonCX, Karl offers professional services to both individuals aiming to begin their Customer Experience journey and organizations aiming to take their CX strategies to the next higher level.During his last ten years in corporate, Karl served as a Customer Experience Leader where he and his team focused on driving those elements of the customer relationship and experience that increased customer satisfaction, reduced customer churn, and increased customer lifetime value.Karl is steeped in the Customer Experience Management profession both in theory and through firsthand practical experience. Through his education and knowledge of adult education and learning styles plus prior experiences as a training director, he offers additional skills in developing structured learning environments. Karl holds a master's degree in education from Boston University. He was a founding member of the Customer Experience Professionals Association (CXPA), served on the CXPA Board of Directors from 2011 to 2015, and established the local CXPA Boston Network. Karl is also a singer-songwriter/musician and has recorded two full-length CDs of original music.