Transform Customer Experience: How to achieve customer success and create exceptional CX

by Isabella Villani

Your customers are your future. Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards and reshaping your business with customer experience (CX) at its heart.  From services to products, online to in-person, small-scale to multinational, your customers’ loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution.  Transform Customer Experience offers real-life insights into effective strategies for developing and implementing Customer Experience (CX) programs in a range of corporate, governmental and non-profit environments. • Shows you how to address dimensions of diversity in the customer base • Outlines customer journey mapping • Discusses the implications of customers’ omnichannel engagement • Addresses the importance of positive employee experience in establishing a supportive CX culture. Transform Customer Experience explains why you need to embed customer experience in your organisation and shows you how to do it. 

288 pages, Paperback

Published December 26, 2018

Reviews

[Sabina Sobinina · Rating 2 out of 5]

This is an amateur attempt at non-fiction. Isabella Villani may be a great CX professional, she is a poor author. Much of the book is wasted space "I got this client and I worked with them" or "we faced a problem and through my immense experience and creativity we fixed it." I rarely learned something tangible from her anecdotes (besides that she's great at getting happy clients). Her models (CX ecosystem) are convoluted and I often found myself dissatisfied from the depth (or lack thereof) of content.
Two bright spots are the chapters on customer journey mapping and success metrics. These saved the book and garnered it the two stars.
There is an entire wasted chapter of stories from CX professionals that tells you everyone has succeed and failed without any specific or applicable learning for the reader.
She starts her section on the future of CX by saying fax and snail mail are dead. I did not need to suffer through 200 pages to know that. The interesting trends she mentions (emotion detection) on are so brief you might miss them if you blink.
The insightful quotes and anecdotes from Don Peppers tells me I should have read his books instead of this one.