Data-Driven Customer Experience Transformation
Optimize Your Omnichannel Approach
Recommendation
With new technologies, such as GenAI, disrupting industries, many global firms are rethinking their business models. Learn why Mohamed Zaki, a University of Cambridge professor with a research interest in digital transformation, believes that staying competitive requires embedding delight into all touchpoints on your customer journey. Gain insight into how to adopt a strategy that prioritizes your customer experience (CX) and develop critical organizational capacities, such as “relational personalization.” Zaki aims to guide you in developing a CX-centric mindset, while empowering you to use big data analytics to develop a deep and holistic understanding of your customers.
Summary
About the Author
Mohamed Zaki is a professor at the Institute for Manufacturing at the University of Cambridge. He serves as the deputy director of the Cambridge Service Alliance, a research center that brings together the world’s leading firms and academics to address service challenges, and as a member of the editorial advisory board of the Journal of Service Management.
Learners who read this summary also read
Related Skills
Comment on this summary