Think Human: The Customer Experience Revolution in the Digital Age
- 4h
- Olivier Duha
- Kogan Page
- 2024
In an increasingly competitive and digitalized world where experience reins supreme, Olivier Duha highlights the radical evolution of customer relations and outlines six golden rules to maximize customer satisfaction.
Advocating for the importance of the human factor assisted by technology in the digital age of customer relations, this book explores the impact of the digital revolution on brands, their shift from being product-focused to customer-focused and provides strategies for how brands can succeed in the battle for the customer. By developing customer relations teams that value the role of the human being augmented by technology, you can put technology at the service of humans and take control to create valuable customer experiences. Drawing on over two decades of experience developing Webhelp into a leading global provider of game-changing customer journeys, Duha shows you how to develop your customer relations team into a key strategic resource for growth.
About the Author
Olivier Duha is the CEO and co-founder of Webhelp, a leading global provider of IT solutions and customer experience management services. Prior to founding Webhelp, he worked Bain & Company and served on the advisory council on strategy and mergers and acquisitions for LEK Consulting. He also served as President and Vice President of CroissancePlus from 2009 to 2013. Based in Brussels, Belgium, he is a member of the Mouvement des Entreprises de France (MEDEF), France's largest employer's federation.
In this Book
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Foreword
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Introduction
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Before the Digital Revolution—The Pre-customer Era
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The Customer’s Copernican Revolution
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The Customer’s Subjectivity Is the Number One Concern for Brands
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Customer Experience: The New Brand Compass
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The Keys to a Successful Customer Journey
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What Can You Do? A Toolbox to Manage Customer Relationships
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Conclusion—The Future of Customer Relationships: ‘Think Human’
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Bibliography
