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Customer Experience
AVAILABLE RIGHT NOW, NO DELAYS - 22 international CX professionals share their current best-thinking, strategies and insights for achieving impact and visibility using world-class, best-practice CX principles. Contributors are experienced, qualified and certified CX experts including Ian Golding, Gayana Helder, Olga Guseva, Duong Nguyen, Jonathan Daniels, Ben Phillips, Naeem Arif, Hannah Foley, Megan Germann, Patricia Sanchez Diaz, Marleen van Wijk, Nick Meinertzhagen, Alec Dalton, Anna Stoll, Daniel Dougherty, Narjès Boufaden, Rohilla Nasreen, Marc Karschies, Ruth Crowley, Janelle Mansfield, Michele Badenhorst and Gabriela Geeson. Topics include: Customer centric culture Organisation adoption and accountability VoC insight and understandings CX design and improvement CX metrics, measurement and ROI CX strategy This is an extraordinary volume packed with frontline experience, insight and value for anyone wanting to dramatically enhance the customer experience in their organization.
REMOTE WORKING
Remote Working delivers practical advice on working effectively from home or running remote teams. 25 savvy professionals share their best key secrets and savviest thinking on remote working in challenging times. This is an essential guide for HR & personnel management, entrepreneurs and home-based businesses. Editor: Andrew Priestley Contributors: Penny Power OBE, Kim-Adele Platts, Ben Phillips, Janelle Mansfield, Ian Hale, Michelle Harris, James Barrington-Brown, Susan Popoola, Robert Hayward, Safa Arif, Adesola Orimalade, Jo Baldwin Trott, Nick Meinertshagen, Mike Davis-Marks OBE, Megan Germann, David Rothwell, Padma Coram, Marc Karschies, Dympna Kennedy, Kalpesh Patel, Marcia Brown, Luke Murfitt, Su Patel, Phil Lewis, Ben Phillips.
Customer Experience 3
28 international customer experience (CX) professionals share their current best-thinking, strategies and insights for achieving impact and visibility using world-class, best-practice CX principles. Editors: Naeem Arif, Andrew Priestley. Contributors are experienced, qualified CX experts including Neil Skehel (Foreword), Richard Jordan, Sirte Pihlaja, Laura Tengerdi, Stephanie Linville, Francesca Tempestini, Sharon Boyd, Mohamad El-Hinnawi, Marc Karschies, Sandra D P Thompson, Robert Azman, David Wales, Serena Riley, Anita Ellis, Miles Courtney-Thomas, Gabriela Geeson, James Brooks, Daniel Dougherty, Olga Potaptseva, Joanna Carr, Edward Mei, Thomas Fairbairn, Nick Lygo-Baker, Olivier Mourrieras, Gustavo Imhof, Jessica Noble, Gregorio Uglioni, Mandisa Makubalo and Anna Noakes Schulze. Topics include: Customer centric culture Organisation adoption and accountability VoC insight and understandings CX design and improvement CX metrics, measurement and ROI CX strategy This is the anticipated follow-up third volume packed with frontline experience, insight and value for professionals wanting to dramatically enhance the customer experience in their organization.
Remote Working
Remote Working delivers practical advice on working effectively from home or running remote teams. 25 savvy professionals share their best key secrets and savviest thinking on remote working in challenging times. This is an essential guide for HR & personnel management, entrepreneurs and home-based businesses. Editor: Andrew PriestleyContributors: Penny Power OBE , Kim-Adele Platts, Ben Phillips, Janelle Mansfield, Ian Hale, Michelle Harris, James Barrington-Brown, Susan Popoola, Robert Hayward, Safa Arif, Adesola Orimalade, Jo Baldwin Trott, Nick Meinertshagen, Mike Davis-Marks OBE, Megan Germann, David Rothwell, Padma Coram, Marc Karschies, Dympna Kennedy, Kalpesh Patel, Marcia Brown, Luke Murfitt, Su Patel, Phil Lewis, Ben Phillips.
Customer Experience 2
24 international CX professionals share their current best-thinking, strategies and insights for achieving impact and visibility using world-class, best-practice CX principles. Editors: Naeem Arif, Ian Golding, Andrew Priestley. Contributors are experienced, qualified and certified CX experts including Greg Melia (CEO CXPA), Marleen van Wijk, Sirte Pihlaja, Stefan Osthaus, Daniel Hoff-Rodrigues, Gayana Helder, Olga Guseva, Ruth Crowley, Spiros Milonas, Olga Potaptseva, Nick Lygo-Baker, Richard Jordan, Stacy Sherman, Bruno Guimarães, Betül Yılmaz, Michelle Badenhorst, Patricia Sanchez Diaz, Alec Dalton, Janelle Mansfield, Christopher Brooks, Hannah Foley, Umer Asif, Sarb Rana, Sharon Boyd, and Katie Stabler. Topics include: Customer centric culture Organisation adoption and accountability VoC insight and understandings CX design and improvement CX metrics, measurement and ROI CX strategy This is the anticipated follow-up second volume packed with frontline experience, insight and value for professionals wanting to dramatically enhance the customer experience in their organization. The bestselling Customer Experience 1 (November 2019) is available on Kindle and paperback.
Operations Management in the Hospitality Industry
From restaurants to resorts, the hospitality industry demands strong operations management to delight guests, develop employees, and deliver financial returns. This introductory textbook provides students with fundamental techniques and tools to analyse and improve operational capabilities of any hospitality organization.
Die USA vor 1900
Von den überseeischen Siedlergesellschaften der Europäer gelang es zuerst einem Teil der britischen Kolonien in Nordamerika, sich gewaltsam die staatliche Unabhängigkeit zu erkämpfen. Der faszinierende Aufstieg von einer Kleinstkolonie 1607 am Rande des von den Eingeborenen beherrschten "Virginia" zur um 1900 größten Industriemacht wird in acht Phasen skizziert. In jedem der Zeitabschnitte steht zwar die nationale Politikgeschichte im Vordergrund, sie wird jedoch zu den gleichzeitigen sozialen, wirtschaftlichen und kulturellen Entwicklungen in Beziehung gesetzt.
Beyond Agile
On average, 50 per cent of software projects fail to deliver on time or on budget. At least 20 per cent are cancelled before completion or renounced as failures. Project failure costs the global economy nearly $200 billion a year. We're in the midst of a 'project failure crisis' and something needs to be done. Following the journey of software development through the 20th and 21st centuries, this book outlines a new, post-Agile methodology for creating great digital solutions in a way that's faster, better and less wasteful. Learn from some of the world's best companies and discover how you can go Beyond Agile.
