Digital-First Customer Experience

<p><b>The definitive guide to designing digital-first experiences customers love.</b> <p/> 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. <p/>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>