The Digital-First Customer Experience

Joe Wheeler is a bestselling author, speaker and consultant. He is the CEO of CX/Digital, a subsidiary of The Service Profit Chain Institute (SPCI), a Boston-based consulting firm. Before launching The Service Profit Chain Institute, he was the Quality and Productivity Executive for Bank of America. Prior to this, he was Executive Vice President with The Forum Corporation, where he managed the firm's Customer Experience Consulting Practice. He earned his MBA from Edinburgh Business School and lives in Hingham, Massachusetts.

Chapter - 00: Introduction;
Chapter - 01: PART 1: The new 3 C’S
Chapter - 02: PART 2: The 7 design strategies
Chapter - 03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strong
Chapter - 04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagement
Chapter - 05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and control
Chapter - 06: DESIGN STRATEGY 4: Foster ownership through customer community and co-creation
Chapter - 07: DESIGN STRATEGY 5: Inspire rituals that create shared meaning
Chapter - 08: DESIGN STRATEGY 6: Empower customers through immersive experiences
Chapter - 09: DESIGN STRATEGY 7: Link digital assets to leverage value over cost
Chapter - 10: The 7 design strategies summary
Chapter - 11: PART 3: The playbook
Chapter - 12: Start by solving the right problems
Chapter - 13: Build your business case
Chapter - 14: The design process
Chapter - 15: Execute to scale
Chapter - 16: Epilogue
Chapter - 17: APPENDIX: CX/digital maturity assessment
Chapter - 18: APPENDIX 1: The CX/digital design accelerator

"A timely treasure for those who wonder whether, why and how 'digital' fundamentally changes the customer experience, with an added bonus 'playbook' for designing business models up to the task."

"A must-read for managers looking to stay current on this rapidly changing topic. The book could not be more timely or useful!"

"Joe's book reminds us that in a digital-first world, our people have never been more important. That the brands customers love understand how to design experiences that create enduring value for employees, customers and shareholders. I highly recommend it."

"Creating a best-in-class digital experience requires a design that resonates with your consumers. This book focuses on the role of design and the importance it plays in creating the deepest relationship with your consumer and the impact that is possible for your business."

"A focused manifesto for companies looking to leverage digital technologies to deliver a highly valued customer experience. Joe's ability to boil this down to seven intuitive strategies with carefully chosen examples to bring these to life with actionable playbooks make this a must-read for multiple departments."

"I deeply admire Joe's passion for creating enduring customer experiences. He is relentless in seeking to understand how human centered design can improve the digital experience to create shared value for the customer, employee and enterprise."

"I've seen first-hand the perils and promise of digital-first strategies. Wheeler's playbook ensures the former is avoided and latter is achieved. I highly recommend it."