Crafting Customer Experience Strategy
Latest Publications

TOTAL DOCUMENTS

12

(FIVE YEARS 12)

H-INDEX

0

(FIVE YEARS 0)

Published By Emerald Publishing Limited

9781839097119, 9781839097102

Latest Documents Most Cited Documents Contributed Authors Related Sources Related Keywords

Customer Experience by Design or by Accident

Crafting Customer Experience Strategy ◽

10.1108/978-1-83909-710-220211007 ◽

2021 ◽

pp. 117-128

Author(s):

Smitha Girija ◽

Devika Rani Sharma

Keyword(s):

Customer Experience

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Customer Experience: A Business to Business Context

Crafting Customer Experience Strategy ◽

10.1108/978-1-83909-710-220211010 ◽

2021 ◽

pp. 175-197

Author(s):

Dinesh Sharma ◽

Sumanjit Dass

Keyword(s):

Customer Experience ◽

Business Context ◽

Business To Business

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Getting Into the Customers, Shoes: Customer Journey Management

Crafting Customer Experience Strategy ◽

10.1108/978-1-83909-710-220211002 ◽

2021 ◽

pp. 21-45

Author(s):

Bikramjit Rishi ◽

Sapna Popli

Keyword(s):

Customer Journey

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Prelims

Crafting Customer Experience Strategy ◽

10.1108/978-1-83909-710-220211012 ◽

2021 ◽

pp. i-xxv

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Breaking Corporate Silos – Making Customer Experience Work

Crafting Customer Experience Strategy ◽

10.1108/978-1-83909-710-220211008 ◽

2021 ◽

pp. 129-154

Author(s):

Anindita Banerjee

Keyword(s):

Customer Experience

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Emotions: The Essence of Customers' Experience

Crafting Customer Experience Strategy ◽

10.1108/978-1-83909-710-220211003 ◽

2021 ◽

pp. 47-64

Author(s):

Irfan A. Rizvi ◽

Sapna Popli

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The Business Case for Customer Experience: Ignoring Customer Experience Is an Expensive Mistake

Crafting Customer Experience Strategy ◽

10.1108/978-1-83909-710-220211009 ◽

2021 ◽

pp. 155-174

Author(s):

Meena Bhatia ◽

Pankaj Priya

Keyword(s):

Business Case ◽

Customer Experience

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Index

Crafting Customer Experience Strategy ◽

10.1108/978-1-83909-710-220211013 ◽

2021 ◽

pp. 219-224

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The What, Why and How of Customer Experience

Crafting Customer Experience Strategy ◽

10.1108/978-1-83909-710-220211001 ◽

2021 ◽

pp. 1-20

Author(s):

Sapna Popli ◽

Bikramjit Rishi

Keyword(s):

Customer Experience

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Recipe for a Great Customer Experience: The Three Voices – Voice of Customer (VoC), Voice of Employee (VoE) and Voice of Process (VoP)

Crafting Customer Experience Strategy ◽

10.1108/978-1-83909-710-220211005 ◽

2021 ◽

pp. 65-90

Author(s):

Ashita Aggarwal

Keyword(s):

Customer Experience ◽

Voice Of Customer

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