Consultants Joe Heapy, Oliver King and James Samperi combine decades of experience in applying the principles of design thinking to the creation of systems-based services for a better customer experience (CX). Along with 10 expert contributors, they offer a step-by-step, how-to guide to envisioning, building support for and running superior CX. Though repetitive, their example-rich, illustrated manual is useful for anyone who works on driving greater customer engagement and loyalty.
About the Authors
Joe Heapy, Oliver King and James Samperi run Engine Service Design, a UK consulting firm. At Engine, the authors consult with organizations worldwide to help them apply design thinking to improve their customer experience systems.