Customer Experience Book
From Theory to Practice
From Theory to Practice
Customer Experience: From Theory to Practice is a continuation of the author’s first book, which was the first Arabic-language publication in the field of customer experience. This book consists of seven chapters over 472 pages, covering a wide range of topics.
It begins with an introduction that defines the concepts of customer experience, its history and future, the distinction between customer experience and related disciplines, as well as available training programs and professional certifications.
The second chapter explores the Voice of the Customer and how to build a comprehensive framework for it within organizations, including supporting tools and technologies. The third chapter focuses on customer experience design, design thinking theory, customer journey mapping, and service blueprints, along with practical tools and techniques.
The fourth chapter is dedicated to customer experience culture, addressing internal and external customer behaviors and behavioral intervention theories. The fifth chapter examines customer experience management, explaining models and techniques to organize customer data to enable effective customer experience management.
The sixth chapter discusses customer experience performance, including how to measure maturity levels and track progress indicators for customer experience improvement. The final chapter presents a proposed operating model for managing customer experience within organizations.
Chapter One: Introduction to Customer Experience.
Chapter Two: Experience Design.
Chapter Three: Experience Measurement.
Chapter Four: Experience Culture.
Chapter Five: Experience Management.
Chapter Six: Experience Performance.
Chapter Seven: Customer Experience Operating Model.
Customer Experience: From Theory to Practice stands out for its exceptional design and unique visual communication of information, featuring:
The author dedicated more than two years of continuous work in reading, translating, writing, designing, and conducting scientific reviews to complete this book.
