Think Human The Customer Experience Revolution in the Digital Age
Produktdetaljer
Biografisk notat
Olivier Duha is the CEO and co-founder of Webhelp, a leading global provider of IT solutions and customer experience management services. Prior to founding Webhelp, he worked Bain & Company and served on the advisory council on strategy and mergers and acquisitions for LEK Consulting. He also served as President and Vice President of CroissancePlus from 2009 to 2013. Based in Brussels, Belgium, he is a member of the Mouvement des Entreprises de France (MEDEF), France's largest employer's federation.Think Human The Customer Experience Revolution in the Digital Age
"A great summary of the challenges companies face when trying to deliver an outstanding customer experience combined with practical ideas on how to address them. A must-read for anyone who has to decide where to invest precious resources in CX, and a timely reminder about the importance of humans in the delivery of exceptional customer experiences."
David Rickard, Partner, Everest Group
"Customers are a firm's most valuable asset. Therefore, it makes economic sense to nurture, protect and develop that asset. The book <i>Think Human</i> extends that view by focusing on the experiences customers have in their interactions with firms. Olivier Duha makes a convincing case that firms need to embrace technology to enhance the human side of the customer experience. After all, customers are human beings and have to be treated accordingly."
Dr Heiner Evanschitzky, Professor of Marketing, Alliance Manchester Business School, University of Manchester
"Behavioural science has consistently demonstrated that experiences are the most critical factors shaping human behaviour. In this hugely insightful and useful book, Olivier Duha uses his extensive research, knowledge and experience in the field to guide readers on what creates game-changing customer experiences. By recognizing that customer relationships are fundamentally human relationships, he provides invaluable advice and frameworks for creating great human experiences for the people who buy from your business - without whom you have no business."
Richard Chataway, author of The Behaviour Business
"This is a vital and amazingly comprehensive reference for all of us involved in the Copernican struggle to make technology work for humans rather than the other way around."
Rory Sutherland, Vice Chairman, Ogilvy
"In a thought-leadership tour de force, Olivier Duha identifies with precision not only the key challenges that have evolved in the art of customer management, but he does so while proposing real-world solutions that all CX professionals should be heeding as they make plans for 2024. In a world where the customer experience sector is filled with theoretical rhetoric and management speak, <i>Think Human</i> is one of the best blueprints for getting CX right that I have had the privilege of reading in some time."
Peter Ryan, Principal Analyst and Founder, Ryan Strategic Advisory
"<i>Think Human</i> provides a timely and compelling explanation as to why human endeavour will continue to be vital in an increasingly digital world. Olivier Duha draws on his own extensive knowledge about the importance of a strong human-first approach to successful customer outcomes. This book is an essential read for decision makers charged with competing choices for their customer operations. Achieving the correct equilibrium of human endeavour and automation is the holy grail of success in businesses of all sectors during today's climate of disruption and significant change."
Anne-Marie Forsyth, CEO, CCA Global
"Olivier Duha's sentiment that human connection is central in our world aligns with my own beliefs. <i>Think Human</i> demonstrates a strong understanding of marketing and its role in customer service as a means for business growth, and the way Olivier Duha builds on the historical foundations of business success with the 4Es is refreshing. Business leaders would benefit greatly from reading this book to give their organizations a chance in the modern world."
Leigh Hopwood, CEO, CCMA (Call Centre Management Association)
- Chapter - 00: Introduction;
- Section - ONE: A digital coup d’état – the customer becomes the new master of commerce;
- Chapter - 01: Before the digital revolution – the pre-customer era;
- Chapter - 02: The customer’s copernican revolution;
- Chapter - 03: The customer’s subjectivity is the number one concern for brands;
- Section - TWO: How to win the battle for customers;
- Chapter - 04: Customer experience – the new brand compass;
- Chapter - 05: The keys to a successful customer journey;
- Chapter - 06: What can you do ? a toolbox to manage customer relationships;
- Chapter - 07: Conclusion;
"A great summary of the challenges companies face when trying to deliver an outstanding customer experience combined with practical ideas on how to address them. A must-read for anyone who has to decide where to invest precious resources in CX, and a timely reminder about the importance of humans in the delivery of exceptional customer experiences."
David Rickard, Partner, Everest Group
"Customers are a firm's most valuable asset. Therefore, it makes economic sense to nurture, protect and develop that asset. The book <i>Think Human</i> extends that view by focusing on the experiences customers have in their interactions with firms. Olivier Duha makes a convincing case that firms need to embrace technology to enhance the human side of the customer experience. After all, customers are human beings and have to be treated accordingly."
Dr Heiner Evanschitzky, Professor of Marketing, Alliance Manchester Business School, University of Manchester
"Behavioural science has consistently demonstrated that experiences are the most critical factors shaping human behaviour. In this hugely insightful and useful book, Olivier Duha uses his extensive research, knowledge and experience in the field to guide readers on what creates game-changing customer experiences. By recognizing that customer relationships are fundamentally human relationships, he provides invaluable advice and frameworks for creating great human experiences for the people who buy from your business - without whom you have no business."
Richard Chataway, author of The Behaviour Business
"This is a vital and amazingly comprehensive reference for all of us involved in the Copernican struggle to make technology work for humans rather than the other way around."
Rory Sutherland, Vice Chairman, Ogilvy
"In a thought-leadership tour de force, Olivier Duha identifies with precision not only the key challenges that have evolved in the art of customer management, but he does so while proposing real-world solutions that all CX professionals should be heeding as they make plans for 2024. In a world where the customer experience sector is filled with theoretical rhetoric and management speak, <i>Think Human</i> is one of the best blueprints for getting CX right that I have had the privilege of reading in some time."
Peter Ryan, Principal Analyst and Founder, Ryan Strategic Advisory
"<i>Think Human</i> provides a timely and compelling explanation as to why human endeavour will continue to be vital in an increasingly digital world. Olivier Duha draws on his own extensive knowledge about the importance of a strong human-first approach to successful customer outcomes. This book is an essential read for decision makers charged with competing choices for their customer operations. Achieving the correct equilibrium of human endeavour and automation is the holy grail of success in businesses of all sectors during today's climate of disruption and significant change."
Anne-Marie Forsyth, CEO, CCA Global
"Olivier Duha's sentiment that human connection is central in our world aligns with my own beliefs. <i>Think Human</i> demonstrates a strong understanding of marketing and its role in customer service as a means for business growth, and the way Olivier Duha builds on the historical foundations of business success with the 4Es is refreshing. Business leaders would benefit greatly from reading this book to give their organizations a chance in the modern world."
Leigh Hopwood, CEO, CCMA (Call Centre Management Association)
- Chapter - 00: Introduction;
- Section - ONE: A digital coup d’état – the customer becomes the new master of commerce;
- Chapter - 01: Before the digital revolution – the pre-customer era;
- Chapter - 02: The customer’s copernican revolution;
- Chapter - 03: The customer’s subjectivity is the number one concern for brands;
- Section - TWO: How to win the battle for customers;
- Chapter - 04: Customer experience – the new brand compass;
- Chapter - 05: The keys to a successful customer journey;
- Chapter - 06: What can you do ? a toolbox to manage customer relationships;
- Chapter - 07: Conclusion;