Create experiences that stand out. Achieve customer loyalty. The first Greek book exclusively dedicated to Customer Experience Management (CXM)! In an era where customer experience is the new competitive advantage, the book "Customer Experience Management" paves the way for a holistic and practical approach to experience management – and it is the first of its kind in Greece.

Utilizing modern practices such as design thinking, service design, persona creation, customer journey mapping, and the analysis of metrics like NPS, CES, CSAT, CLTV, ROE2, and many others, this book provides all the tools to design and implement customer-centric strategies with meaningful impact.

Ideal for students, executives, marketers, and entrepreneurs who wish to transform the customer experience into a driver of growth, while keeping the focus on people, technology, and data.

Discover CXM. Evolve your business. Win your customers – forever.

Contents:
The economy of experience and customer experience (CX)
Design thinking and service design
Consumer/customer behavior
Research for CXM
Strategic CX planning and the CX plan
Understanding and creating personas
Storytelling and storymapping
Mapping the customer journey (Customer Journey Mapping)
The voice of the business (Voice of Business – VoB)
Designing the experience
Customer experience management (Customer Experience Management – CXM)
Measuring CX: Metrics and tools
Measuring customer loyalty and NPS
Tracking the future of CX: People, technology, and data