Introduction: what is customer experience : and why is it important?
The customer experience today and tomorrow
The current state of customer experience
Customers want to do business on their terms
The growing role of technology in customer experience
Cleaning up a mess of big data and marketing
Creating knock-your-socks-off customer experience: D.O.M.O.R.E
Design something special
Offer a strong employee experience
Modernize with technology
Obsess over the customer
Reward responsibility and accountability
Embrace disruption and innovation
Designing the customer experience of the future
The six rings of the modern customer experience
Culture, vision, and priorities
Generational customer experience
Making it right with your customers
A focus on quarterly profits kills long-term growth
Conclusion
Notes
References
Index.