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Customer to Human

Release date: February 15, 2021
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Description

Murali Balaraman has been a lifelong student and practitioner of customer experience and custome... Read More

Product Description

Murali Balaraman has been a lifelong student and practitioner of customer experience and customer centricity. As a consultant and advisor his work has taken him across geographies and industries to meet with key influencers of respective Industries. As a professional his work experience spans across consulting (EY), IT services (IBM and Polaris), financial services (HDFC Bank and Citibank), and professional services (Lovelock & Lewis, now a member firm of PWC and Shaw Wallace).

Trained to be a chartered and cost and works accountant, Murali, quickly drifted away to his first love-customers. His passion for analytical reasoning has never died down though.

Murali currently lives in Bengaluru with his wife and daughter.

Modern business has changed forever, becoming more customer-centric, and we need clear road-maps to navigate this world. Customer experience-or CX-is every interaction a customer has with your business. It's neither the product nor the service-it's a combination of both.

Murali Balaraman has over twenty-five years of experience in multiple roles, as a banker, as part of the IT industry
and as a management consultant and adviser, interacting with global leadership across five continents. Customer to
Human weaves together the learnings he has drawn from the industry, ranging from Fortune 500 companies to tiny neighbourhood businesses. In this anecdotal account of successes and failures in CX, it becomes clear that
customers are the most important part of any business structure.

With over 150 individual, easy-to-read and diverse case studies, it presents a revolutionary approach to CX and
the individual customer journey. The book provides a practitioner's point of view, with actionable suggestions
and pragmatic concepts that will come in handy no matter what part of the business you work in.

In today's VUCA times, the only constant is the importance of customer experience or CX. There are books about CC from an academic perspective and then there are books like this penned by an industry veteran like Murali who has been there and done that in the trenches with a rich diversity of roles and experience. He draws on these to offer some real nuggets of experience in an easily digestible format. This is a highly recommended reading to to everyone who believes CX is central to the enterprise and want to learn from real-life experiences.Great reading and guide for those striving to move from customer loyalty to customer advocacy.This is truly the author's reflection of his passion, namely the human touch that binds customers and employees of an organization's wide ecosystem. It sets out to explore a collage of possibilities across a variety of scenarios in a vast swathe of situations and settings, and then connects these experiences into an analytical actionable building blocks, through a framework built around data and logic. It strives to discover patterns and weave a story around them that will compel the attention of any reader who deals with customers, irrespective of the industry setting - banking, telecom, airline digital services medicine or education. A terrific combination of historical events and personal anecdotes add to the appeal of the narrative.

Product Details

Title: Customer to Human
Author: Murali Balaraman
SKU: BK0426585
EAN: 9780670095650
Language: English
Binding: Hardcover
Release date: February 15, 2021

About Author

Murali Balaraman has been a lifelong student and practitioner of customer experience and customer centricity. As a consultant and advisor his work has taken him across geographies and industries to meet with key influencers of respective Industries. As a professional his work experience spans across consulting (EY), IT services (IBM and Polaris), financial services (HDFC Bank and Citibank), and professional services (Lovelock & Lewis, now a member firm of PWC and Shaw Wallace).

Trained to be a chartered and cost and works accountant, Murali, quickly drifted away to his first love-customers. His passion for analytical reasoning has never died down though.

Murali currently lives in Bengaluru with his wife and daughter.

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