Customer Experiences with Soul: A New Era in Design

by Simon Robinson, Maria Moraes Robinson

What happens when you combine the best global design practices with Brazilian heart, Western philosophical insight and timeless Eastern spiritual wisdom? A powerful antidote to the excesses of those business cultures which only value exponential growth at any cost, and which have lost sight of what humanity and being human really means.

This pioneering book explains how a whole organisation can come together to evolve an entirely new way of being in the world. It introduces the Holonomic Circle, a new tool which provides a holistic framework for designers, corporate executives, creative leaders and those starting a new business or initiative to explore the principles underlying the dynamics of soulful customer experiences.

Simon Robinson and Maria Moraes Robinson share in-depth, visionary interviews from entrepreneurs, CEOs, designers, artists and philosophers. Their insights will help you:

- take a radically new approach to customer experience design;
- fully integrate purpose, goals and strategy with customer experience;
- implement human values across the whole organisation; and
- develop long-term and more meaningful relationships with your customers.

Customer Experiences with Soul: A New Era in Design will shift your understanding of design, innovation, strategy, leadership and branding. It provides the guidance needed for developing, structuring and implementing customer experiences with soul, helping you to build and grow authentic businesses and organisations which honour what it is to be human in our world.

248 pages, Paperback

Published June 6, 2017

About the author

With three decades of experience in customer experience design, Simon is an internet pioneer and award-winning innovator, having co-founded British Telecom’s Genie Internet, the world’s first mobile internet portal, and contributing to the design and launch of the world’s first smart phones. He is the CEO (Worldwide) of Holonomics, co-founder of the Deep Tech Network, a Harvard Business Review author, and coauthor of Deep Tech and the Amplified Organisation, Customer Experiences with Soul: A New Era in Design and Holonomics: Business Where People and Planet Matter. Simon is respected globally for his contributions to customer experience strategy and Deep Tech, having created numerous design methods and frameworks such as the New 4Ps and the Holonomic Circle.

Reviews

[Paulo Peres · Rating 4 out of 5]

Reflexivo

O livro em si é um exercício muito corajoso e importante para transmitir outras perspectivas que estão inclusas na hora de "criar", "desenhar" e "propor" experiências para os usuários/consumidores. Simon e Maria formam bons argumentos (a qual gostaria muito que houvessem mais ilustrações) com boas fontes filosóficas, sociológicas e relatos de empresários para defender que devemos olhar com mais cuidado palavras como propósito, alma e autenticidade. Existem boas frases que deixam o livro com varias passagens importantes.

Senti um alguns momentos que o livro era uma parte 2 do livro anterior, Holonomics, pelo excesso de citação a ele. Isto o deixou um pouco repetitivo (no meio do livro), uma vez eu o já tinha lido.

Acredito que o livro começou com uma boa apresentação sobre o tema, muito aderente ao mundo dos negócios (de executivos que buscam o tema Customer Experience), mesmo eu gostando muito de filosofia e conhecendo as referências citas, achei que houve um distanciamento na costura com os temas "Customer experience", "design", deixando o livro talvez um pouco menos encantador. Um ótimo livro, mas talvez -arriscaria a dizer - merecesse uma promessa diferente de título.

Abrirá a mente. Você terá boas pérolas. Boas referências a Fritjof, Heidegger...

[المهند السبيعي · Rating 3 out of 5]

I enjoyed reading the book, however I wouldn't classify it as a must to read book for CX practitioners.

It is discussing CX from a philosophical perspective... So you may feel that the book is more theoretical than practical.