What People Are Saying
This book will give you everything you need to improve your customer experience.
What You Will Learn: The 8-Step Discovery Process
Teaming and Goal Setting
Assemble a responsible group, set goals, and obtain commitment from stakeholders to ensure alignment with corporate policies and objectives.
Transaction Taxonomy
Analyze your client's transaction taxonomy to understand the volume and complexity of customer interactions across different channels and modalities.
Customer Maturity Model
Evaluate your organization's technical maturity and readiness to embrace automation, sophisticated workflows, and improved customer journeys.
Mapping Volume and Complexity
Visualize the intersection between your transaction complexity and volume to identify and prioritize use cases for initial focus.
Use Cases and Automation / Workflow Candidates
Identify your essential use cases and select candidates for automation and advanced workflows.
Rationalize Business Rules and Policies
Update and align your business rules and policies to ensure consistency and efficiency in automated and manual processes.
High-Level Workflow Worksheets
Use detailed worksheets to map out each segment of the customer journey and connect outcomes across different touchpoints.
CX Best Practices Template
Utilize templates and best practices to consistently apply the five compass points of customer experience (educate, deal, onboard, sustain, upsell) throughout the discovery and implementation process.
About the Author
Edwin Margulies is a seasoned customer experience professional with over 20 years of experience in the industry. Having worked with leading brands, Edwin’s brings a wealth of knowledge and practical insights to this book.He is dedicated to helping businesses unlock the full potential of their customer experience strategies.
Edwin Margulies, Chief Evangelist at Nextiva
Frequently Asked Questions
Who is this book for?
This book is for Chief Customer Officers, Head of Sales Operations, Customer Experience Managers, Business Consultants, Project Managers, and anyone looking to improve their customer experience.
How much does the book cost?
This book can be purchased online at Amazon or reach out to [email protected] for more information on discounts.
Is there an audiobook?
Yes, the audiobook is coming soon.
Is there an e-book?
Yes, the e-book is coming soon.
What is the shipping process?
Once an order is placed, processing can take 1-3 business days followed by the shipping time based on your location.* Tracking details will be provided so you can monitor your order’s progress.
Can we bulk order or do you offer corporate discounts?
Yes, please reach out to [email protected] for more information.
Can I pre-order?
Limited pre-orders available. You will be eligible for early release of the book after downloading Chapter One.