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Alan Williams & Dave Stubberfield

Supercharging the Customer Experience

With all the resources out there on the topic, why is great customer experience so rare?

This book explains a fresh approach to the design, implementation and development of customer experience strategies by focusing on the power of alignment with the areas of brand identity and employee engagement. The authors’ innovative frame- work is explored and brought to life with a range of case studies that highlight how agile and flexible the approach is across different organizations and industries.

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Supercharging the Customer Experience - book by Alan Williams and Dave Stubberfield 2
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The Framework

The CX in ConteXt framework has been used for award-winning projects in various sectors (hospitality, facilities management, automotive, logistics, technology, oil and gas, financial services) in the UK and internationally.

The 5 elements cover all aspects of Customer Experience, across the entire customer journey. The CX in ConteXt Development Programme is certified by the BQF. To discover more, you can find the body of knowledge here.

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Customer Experience

  • Detailed Standards
  • Consistency (Time, Place, Channel)
  • Relationships

Brand identity

  • Purpose and Vision
  • Values
  • CX Signatures

Employee Engagement

  • Leadership
  • People Processes
  • Training
  • Recognition

Measurement & insight

Performance

  • Brand
  • Employee
  • Customer

Feedback

  • Customer
  • Employee
  • Service
  • Partner

Systems & Processes

  • Functions/Org Structure
  • IT Platforms
  • Governance
  • Communication Framework
  • Glossary
Supercharging the Customer Experience - book by Alan Williams and Dave Stubberfield front

Download a Chapter Now.

To download your free chapter of Supercharging the Customer Experience, complete the form:

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Meet the Authors

Want to contact the authors for more information?

They host and facilitate workshops, interventions, and of course deliver the CX in ConteXt Development Programme

Supercharging the Customer Experience - Author Alan Williams

Alan Williams

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Helps progressive leaders of service sector organisations with projects that deliver measurable business results across a balance scorecard and have been recognised with industry awards.

servicebrandglobal.com
[email protected]

Supercharging the Customer Experience - Author Dave Stubberfield

Dave Stubberfield

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An award-winning business transformation professional, with over a decade’s experience in managing complex projects to improve a variety of businesses with a customer-centric focus.

carter-consultancy.com
[email protected]