The 6 Disciplines Of Customer Experience

In The 6 Disciplines Of Customer Experience, Authors Harley Manning And Kerry Bodine Draw On Extensive Research To Uncover The Roots Of Cx Challenges, Showing They Come From Both Customer-Facing Roles And The Systems That Support Them Behind The Scenes. The Book Offers A Practical Roadmap To Pinpoint And Address These Issues, With The Promise Of Higher Sales And Lower Costs As Outcomes. Written In A Clear, Accessible Voice, It Guides You Through Cross-Functional Collaboration And Governance That Align People, Processes, And Technology Around The Customer.

Structured To Be Usable From Day One, The Chapters Present Concrete Steps, Practical Frameworks, And Real-World Examples That Help Translate Insight Into Action. Whether You’Re Shaping Strategy, Transforming Operations, Or Leading A Company-Wide Cx Program, This Book Makes Complex Ideas Approachable And Doable—Without Jargon Or Fluff.

• Clear Explanation Of The Six Disciplines And How They Connect To Every Part Of The Business
• Root-Cause Analysis That Spans Front-Line Teams And Behind-The-Scenes Systems
• Practical Frameworks To Align People, Processes, And Technology Around The Customer Journey
• Research-Backed Insights That Ground Cx Initiatives In Data And Evidence
• Leadership-Focused Guidance Suitable For Cios, Cx Professionals, And Managers
• Actions Designed To Boost Sales And Reduce Costs Through Better Experiences

After Finishing The 6 Disciplines Of Customer Experience, Readers Gain A Practical Plan To Transform Cx, A Customer-Centric Mindset They Can Apply Across Teams, And The Confidence To Drive Lasting, Cross-Functional Improvements. It Leaves You With A Clearer Path To Value, Stronger Customer Relationships, And A Lasting Impact On Performance.