Walden shows why most customer experience management fails to improve the customer’s real experience and how to concentrate on the subjective emotional percep

We are passing through a paradigm shift and surviving in this upcoming paradigm doesn't seem possible through traditional marketing and management strategies. T

In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with

Organizations that want to deliver required outcomes can do so by shifting gears from traditional 'command and control tactics', to a more collaborative way of

Although a nascent field of research, customer experience management has become an important research and management topic in today s interconnected world