Customer Experience Management in the Caribbean : Concepts, Case Studies and Challenges

In light of the shift from service and satisfaction to loyalty and retention, Customer Experience (CX) is vital, involving all interactions with a brand. Success demands planning, training, data use, tech adaptation. Caribbean context explored, discussing theories, cases, challenges, trends shaping CX's future impact.

Diving into the evolution of Customer Experience this text offers an insightful exploration of the paradigm shift from customer service to Customer Experience (CX) within the Caribbean context. Unveiling the dynamics of CX''s influence on satisfaction, loyalty, and business profitability, this book delves into strategic planning, employee development, data-driven decisions, and emerging technological trends, and it fills a crucial gap in the literature with:- An array of Caribbean case studies;- Enhanced theoretical concepts and a deep appreciation of customer experience management in the Caribbean;- References of best practices to address critical issues affecting the delivery of a quality customer experience.Scholars and practitioners within customer service, services marketing, customer experience management and customer relationship marketing in the retail hospitality and tourism, financial, health care and education sectors will find this a valuable resource on CX''s transformative power in this region and beyond.