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Customer Experience: The Hard Way: How customer experience actually works—and how AI will change it - Softcover
Synopsis
Many customer experience (CX) programs fail quietly.
They produce activity, not impact. Improvement, not transformation. Real transformation requires addressing the structural, organizational, and operational realities of an organization.
In Customer Experience: The Hard Way, Tim Sharman draws on more than two decades of experience to explain why CX programs struggle—and what it actually takes to make them work.
At the same time, artificial intelligence promises to transform customer experience—but also introduces new risks: inflated expectations, fragile trust, and novel ways to disappoint or even unsettle customers.
The book introduces an AI–CX Interaction Architecture, outlining the governance structures organizations need for effective AI-enabled customer experience.
This is not a book of shortcuts. It is a clear-eyed account of what it takes to build customer experience programs that are effective—and the hard choices organizations must be willing to make.
"synopsis" may belong to another edition of this title.
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Customer Experience (Paperback)
Print on DemandSeller: Grand Eagle Retail, Bensenville, IL, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: new. Paperback. Many customer experience (CX) programs fail quietly.They produce activity, not impact. Improvement, not transformation. Real transformation requires addressing the structural, organizational, and operational realities of an organization. In Customer Experience: The Hard Way, Tim Sharman draws on more than two decades of experience to explain why CX programs struggle-and what it actually takes to make them work. At the same time, artificial intelligence promises to transform customer experience-but also introduces new risks: inflated expectations, fragile trust, and novel ways to disappoint or even unsettle customers. The book introduces an AI-CX Interaction Architecture, outlining the governance structures organizations need for effective AI-enabled customer experience. This is not a book of shortcuts. It is a clear-eyed account of what it takes to build customer experience programs that are effective-and the hard choices organizations must be willing to make. This item is printed on demand. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. Seller Inventory # 9798253015810
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Customer Experience
Seller: PBShop.store US, Wood Dale, IL, U.S.A.
Seller rating 5 out of 5 stars
PAP. Condition: New. New Book. Shipped from UK. Established seller since 2000. Seller Inventory # L2-9798253015810
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Customer Experience
Seller: PBShop.store UK, Fairford, GLOS, United Kingdom
Seller rating 5 out of 5 stars
PAP. Condition: New. New Book. Shipped from UK. Established seller since 2000. Seller Inventory # L2-9798253015810
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Customer Experience (Paperback)
Print on DemandSeller: CitiRetail, Stevenage, United Kingdom
Seller rating 5 out of 5 stars
Paperback. Condition: new. Paperback. Many customer experience (CX) programs fail quietly.They produce activity, not impact. Improvement, not transformation. Real transformation requires addressing the structural, organizational, and operational realities of an organization. In Customer Experience: The Hard Way, Tim Sharman draws on more than two decades of experience to explain why CX programs struggle-and what it actually takes to make them work. At the same time, artificial intelligence promises to transform customer experience-but also introduces new risks: inflated expectations, fragile trust, and novel ways to disappoint or even unsettle customers. The book introduces an AI-CX Interaction Architecture, outlining the governance structures organizations need for effective AI-enabled customer experience. This is not a book of shortcuts. It is a clear-eyed account of what it takes to build customer experience programs that are effective-and the hard choices organizations must be willing to make. This item is printed on demand. Shipping may be from our UK warehouse or from our Australian or US warehouses, depending on stock availability. Seller Inventory # 9798253015810
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