Think Human

The Customer Experience Revolution in the Digital Age

Olivier Duha

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Paperback

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English

Kogan Page Ltd
03 January 2024

In an increasingly competitive and digitalized world where experience has become king, Olivier Duha, CEO of Webhelp, highlights the radical evolution of customer relations and outlines six golden rules to maximize customer satisfaction. Advocating for the importance of the human factor assisted by technology in the digital age of customer relations, this book explores the impact of the digital revolution on brands, their shift from being product-focused to customer-focused and provides strategies for how brands can succeed in the battle for the customer. By developing customer relations teams that value the role of the human being augmented by technology, Think Human explores how you can put technology at the service of humans and take control to create valuable customer experiences. Drawing on over two decades of experience developing Webhelp into a leading global provider of game-changing customer journeys, this book shows you how to develop your customer relations team into a key strategic resource for growth.

By: Olivier Duha
Imprint: Kogan Page Ltd
Country of Publication: United Kingdom
Dimensions: Height: 234mm, Width: 156mm, Spine: 13mm
ISBN: 9781398614529
ISBN 10: 1398614521
Pages: 224
Publication Date: 03 January 2024
Audience: College/higher education , Professional and scholarly , Primary , Undergraduate
Format: Paperback
Publisher's Status: Active

Section - ONE: A Digital Coup: The Customer as The New Master of Commerce; Chapter - 01: Before the Digital Revolution: The Prehistory of the Customer; Chapter - 02: The Copernican Revolution of the Customer; Chapter - 03: The Customer’s Subjectivity at the Heart of Brands’ Concerns; Section - TWO: How To Win the Customer Battle; Chapter - 04: The Customer Experience, the New Compass for Brands; Chapter - 05: The Keys to a Successful Customer Journey; Chapter - 06: What to Do? A Toolbox for Managing Customer Relationships; Chapter - 07: The Future of Customer Relations: Think Human

Olivier Duha is the CEO and co-founder of Webhelp, a leading global provider of IT solutions and customer experience management services. Prior to founding Webhelp, he worked Bain & Company and served on the advisory council on strategy and mergers and acquisitions for LEK Consulting. He also served as President and Vice President of CroissancePlus from 2009 to 2013. Based in Brussels, Belgium, he is a member of the Mouvement des Entreprises de France (MEDEF), France's largest employer's federation.