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Data-Driven Customer Experience Transformation

Mohamed Zaki
€40.99
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A01=Mohamed Zaki
AI in customer experience
AI-powered personalization in CX
analytics for CX optimization
Author_Mohamed Zaki
best practices in customer experience transformation
Brand Equity
building customer loyalty through CX
business-aligned customer experience
Cambridge Service Alliance research
case studies in CX transformation
Category=KJD
Category=KJS
Customer Centric
Customer Centricity
Customer Delight
Customer Engagement
customer engagement improvement strategies
Customer Experience
customer experience governance models
customer experience strategy
customer insights for business growth
Customer Journey
Customer Loyalty
customer retention through experience design
customer-centric digital transformation
CX career advancement
CX frameworks and tools
CX innovation for competitive advantage
CX measurement and reporting
CX metrics and KPIs
CX project leadership
CX technology integration
CX transformation guide
Data-Driven Customer Experience
data-driven customer experience transformation
data-driven CX principles
data-led CX change management
Emirates Airline customer experience
enhancing CX team performance
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eq_business-finance-law
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eq_nobargain
eq_non-fiction
executive CX leadership toolkit
experience-driven business strategy
future trends in customer experience
identifying CX growth opportunities
improving customer lifetime value
KFC CX strategy example
Kogan Page
leading CX transformation
loyalty-driven CX initiatives
Microsoft customer experience case study
mid-career CX leadership
Mohamed Zaki
multi-channel customer experience management
omnichannel CX strategies
optimizing digital
personalized customer experience strategies
Personalized Experience
personalizing CX at scale
physical and social CX
predicting customer engagement
predictive analytics for customer engagement
real-time customer interaction management
real-time CX decision-making
seamless customer journey design
strategic CX planning

Product details

  • ISBN 9781398617391
  • Weight: 504g
  • Dimensions: 156 x 234mm
  • Publication Date: 03 Apr 2025
  • Publisher: Kogan Page Ltd
  • Publication City/Country: GB
  • Product Form: Paperback
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Description

Looking to master customer experience strategy and drive consistent engagement across all channels?

Data-Driven Customer Experience Transformation is a practical and aspirational guide for mid-career professionals aiming to build credibility and lead impactful CX initiatives. Grounded in rigorous research from the Cambridge Service Alliance at the University of Cambridge by Mohamed Zaki, this book provides proven frameworks and actionable tools to help you design and optimize seamless experiences across digital, physical and social platforms.

You'll learn how to:
- Develop and implement omnichannel CX strategies aligned with business goals
- Apply data-driven principles to predict customer engagement and identify growth opportunities
- Optimize real-time management of customer interactions for consistency and loyalty
- Leverage AI and analytics to deepen customer relationships and enhance personalization
- And learn from real-world examples featuring Microsoft, KFC and Emirates Airline

Equip yourself with the expertise to lead CX transformation that drives customer loyalty and accelerates your career in a competitive marketplace.


Themes include: Customer experience strategy, omnichannel engagement, data analytics, AI in CX, loyalty, real-time management, career development
About Mohamed Zaki
Mohamed Zaki is Professor at the Institute for Manufacturing, Department of Engineering, University of Cambridge and Deputy Director of Cambridge Service Alliance, a research centre that brings together the world's leading firms and academics to address digital service transformation challenges. He has consulted and lectured for over 50 organisations, including Manchester United, Caterpillar and IKEA. He is course leader for the Data-Driven Design for Customer Experience (CX) online course at Cambridge University Press and Assessment.

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