Customer Experience Manager: What Can You Learn from the Book?
Do you want to learn about Customer Experience Manager? Learn about Carlos Caldeira's book, the topics covered in the work, and specialize in the area.
Do you want to learn more about Customer Experience Manager (CXM)? This is a trending topic and a very valuable knowledge to acquire to deal with your business clients. In this article, we present a book, written by a Brazilian, that will help you with this mission.
We have already spoken here on the blog about the subject in the article 'Customer Experience Management (CXM): importance and how to do', which you can check after finishing this reading.
Now, continue reading and learn what Carlos Caldeiras's book brings to the knowledge about Customer Experience Manager and what topics are covered in the book.
Have a good read!
What to learn from the book 'Customer Experience Management: Practical Customer Experience Management'?
O Customer Experience Management (CMX) or Customer Experience Management it is a new field, in which companies are focusing their efforts to win customers.
In general terms, CXM is the study of the customer and each point of contact to implement strategic actions that create a consumer-based culture, with the objective of improving satisfaction, loyalty, and brand defense.
The more positive the customer experience in their interactions with a business, the better for the company's image. As current examples, we have two giants in the technology market, Apple and Amazon, that invest heavily in CXM.
The book 'Customer Experience Management: Practical Customer Experience Management'highlights that, according to Grand View Research, the Customer Experience Manager market is expected to grow at the rate of 20% per year and achieve a value of US$ 35 billion until 2025.
This potential also caught the attention of the Brazilian market, which is eyeing CXM. So much so that there are already actions included in the strategies of national companies.
This effervescent context is the hook for Boiler to explain what a CXM manager needs to know to do quality work.
The author's approach
To facilitate the reader's understanding of the topics covered, each chapter of the book provides real examples of national and international companies to detail the concepts presented.
The simple and objective language of the text helps to easily understand both the more academic and technical part of the topic and the examples and experiences of the professionals involved in the Customer Experience Manager, which illustrate the concepts brought.
The objective is for the reader not only to understand, but also to be able to apply CXM in their work context.
Another aspect explored in the book is the impact of the Customer Experience Manager on the financial performance of companies.
After all, well-served customers with a service experience designed for their profile are more satisfied. Consequently, they become loyal and returning buyers of the brands.
All of this is detailed in the book so that the reader has a complete view of the Customer Experience Manager.
In addition, the work highlights the responsibilities that CXM managers assume while in office and encourages professional discussions and exchanges so that the sectors support this new area.
What are the topics covered in the work?
The book 'Customer Experience Management: Practical Customer Experience Management' is divided into eight chapters, which address the following topics. Check it out!
- Chapter 1: Introduction to customer experience management - explains the context for the emergence of Customer Experience Manager as a trend.
- Chapter 2: Understanding the value levers of CX and CS.
- Chapter 3: Planning the “CX program” and establishing a CX vision - explains why to establish a CXM strategy and vision for the company, as well as good practices for implementing a program.
- Chapter 4: Where are we and where are we going? Ideal journey or experience - talks about the current moment and how to project the ideal journey in the future.
- Chapter 5: Measurement: how are we going to measure experience? - shows the data, sources, and metrics used in the customer experience manager.
- Chapter 6: It may not be the employees' fault: developing the workforce for CX - addresses the need to create strategies to circumvent problems.
- Chapter 7: There will be problems in the experience: creating a system to manage them - emphasizes the importance of people for the success of CXM and the Employee Experience and of the tools to make adjustments to internal processes.
- Chapter 8: Technological and analytical support for CXM - explains the importance of data for decision-making in the Customer Experience Manager.
Annexes
- A: OR NPS It's in my goal, now what?
- B: Short glossary of CX and CS terms.
Getting to know the author
The book 'Customer Experience Management: Practical Customer Experience Management' was published in May 2021 and written by Carlos Caldeira.
Caldeira holds a doctorate in Business Strategy from FGV's São Paulo School of Business Administration and an MBA from New York University, in the United States.
In addition to his academic experience, the author has worked in the consulting and advisory areas as Managing Director of Customer Experience at Ipsos Brasil (market research firm) and as a Strategy Consultant at the North American consulting firm Booz Allen Hamilton.
He also worked with other major companies in the country, such as VoxAge, Citibank, Ford, ABN AMRO and Mastercard.
Currently, Caldeira is a partner at KC&D, a business management consultancy and is a professor and researcher focusing on Business Strategy, Customer Experience and Corporate Political Action.
Do you want to improve your company's processes?
Did you like the book recommendation and do you want to invest in Customer Experience Manager in your company? You can count on the support of those who understand the subject to implement strategic CXM changes in your business.
Schedule a free demo With the team Cloud Humans and learn more about our work and how we can help you set up humanized support, within budget and without headaches or we will refund your money.
To this end, we use, among other resources, technologies such as artificial intelligence that guides the division of tickets between the attendants and the ideal volume for each one. In this way, the service is initiated, on average, from 30 seconds to 1 minute.
Talk to our experts who are available to present the solution and show how much it can help you achieve your business objectives.