Digital-First Customer Experience : Seven Design Strategies from the World’s Leading Brands

Create a digital experience that not only exceeds your customers' expectations but turns them into advocates who won't stop promoting your brand.

<p><b>WINNER: </b><i>NYC Big Book Award 2024 - Sales &amp; Marketing</i><br><b>SEMI-FINALIST:</b> <i>Leonard L. Berry Marketing Book Award</i><i> 2024</i><br><b><br>The definitive guide to designing digital-first experiences customers love.</b> <br><br> In his third book on the topic of customer experience, bestselling author and consultant <b>Joe Wheeler</b> tackles the challenges many organizations are facing as they attempt to design compelling experiences in a digital-first world. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon.<br><br>Part One introduces the new "3 Cs", key trends associated with technology convergence, competition and culture change in a post-pandemic world. Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Part Three provides a playbook for how to design digital-first experiences, including how to solve the <i>right</i> problems, develop a measurable <i>business case</i>, design digital-first experiences customers love and execute the new design at scale.</p>