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CX Authority Shep Hyken Highlights “Customers First, Value Next” in His Latest Insights
Chapters Summary
- Introduction: From Data Chaos to Customer Value
- Chapter 1: The Experience Economy and the Language of Analytics
- Chapter 2: Doing Analytics Right – From Data to Action
- Chapter 3: Why You Don’t Need a Data Strategy
- Chapter 4: Customer Intelligence for Relationship Management (CI-RM)
- Chapter 5: The Value Map – Analytics Across the Customer Journey
- Chapter 6: 16 Tactics for CI-RM in Practice
- Chapter 7: The Personalization Factory – AI by Design & Real-Time by Design
- Chapter 8: People, Culture, and the Data SWAT Team
- Chapter 9: Hard Evidence – Proving Value Over Activity
- Chapter 10: The First 90 Days – Quick Wins Before the Factory
- Afterword: The Boundaries of Autonomy
Customer First. Value Next.
The Executive Playbook for AI-Driven Omnichannel Personalization and Customer-Centric Growth
by Mariusz Gromada
