Customer worthy publishing (38 risultati)
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Da: California Books, Miami, FL, U.S.A.California Books
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EUR 36,54
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Da: PBShop.store US, Wood Dale, IL, U.S.A.PBShop.store US
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PAP. Condizione: New. New Book. Shipped from UK. Established seller since 2000.
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Da: PBShop.store UK, Fairford, GLOS, Regno UnitoPBShop.store UK
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PAP. Condizione: New. New Book. Shipped from UK. Established seller since 2000.
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Da: California Books, Miami, FL, U.S.A.California Books
Contatta il venditoreVenditore con 4 stelleCondizione: Nuovo
EUR 53,48
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Da: PBShop.store US, Wood Dale, IL, U.S.A.PBShop.store US
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EUR 55,53
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HRD. Condizione: New. New Book. Shipped from UK. Established seller since 2000.
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Da: PBShop.store UK, Fairford, GLOS, Regno UnitoPBShop.store UK
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 51,78
EUR 5,86 spedizioneSpedito da Regno Unito a U.S.A.Quantità: Più di 20 disponibili
HRD. Condizione: New. New Book. Shipped from UK. Established seller since 2000.
- Rilegato
Da: California Books, Miami, FL, U.S.A.California Books
Contatta il venditoreVenditore con 4 stelleCondizione: Nuovo
EUR 65,06
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Condizione: New.
- Brossura
Da: California Books, Miami, FL, U.S.A.California Books
Contatta il venditoreVenditore con 4 stelleCondizione: Nuovo
EUR 65,06
Spedizione gratuitaSpedito in U.S.A.Quantità: Più di 20 disponibili
Condizione: New.
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Da: PBShop.store US, Wood Dale, IL, U.S.A.PBShop.store US
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EUR 69,64
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PAP. Condizione: New. New Book. Shipped from UK. Established seller since 2000.
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Da: PBShop.store US, Wood Dale, IL, U.S.A.PBShop.store US
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 71,33
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HRD. Condizione: New. New Book. Shipped from UK. Established seller since 2000.
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Da: PBShop.store UK, Fairford, GLOS, Regno UnitoPBShop.store UK
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
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EUR 6,85 spedizioneSpedito da Regno Unito a U.S.A.Quantità: Più di 20 disponibili
PAP. Condizione: New. New Book. Shipped from UK. Established seller since 2000.
- Rilegato
Da: PBShop.store UK, Fairford, GLOS, Regno UnitoPBShop.store UK
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 65,22
EUR 7,89 spedizioneSpedito da Regno Unito a U.S.A.Quantità: Più di 20 disponibili
HRD. Condizione: New. New Book. Shipped from UK. Established seller since 2000.
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- Print on Demand
Da: Grand Eagle Retail, Bensenville, IL, U.S.A.Grand Eagle Retail
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 36,53
Spedizione gratuitaSpedito in U.S.A.Quantità: 1 disponibili
Paperback. Condizione: new. Paperback. Your customer exists, right now, at the intersection of dozens of active sensor streams. Their wearable records heart rate and movement. Their vehicle logs driving patterns. AI agents are negotiating, filtering, and deciding on their behalf - often before any human is aware a decision is be…ing made. This is the Customer Sensor Economy. And it changes everything.Before They Ask: The Playbook for the Customer Sensor Economy is the strategic guide for executives, experience engineers, and transformation leaders navigating the next phase of customer intelligence. Built on Michael R. Hoffman's acclaimed CxC Matrix(R) framework - which has guided Fortune 500 companies, financial institutions, and government agencies - this book delivers the principles, architectures, and applied tools to build anticipatory customer systems at quantum scale.Across 16 chapters and four parts, Hoffman maps the full trajectory of customer experience transformation: from the Customer Sensor Mesh and atomic micro-interactions to digital twins, wearable intelligence, and fully autonomous self-optimizing networks. The CxC Matrix 3.0 - expanded to include Perception, Cognition, Actuation, and Emotion layers - gives leaders an 810-point accountability framework for managing customer performance in an AI-driven world.Whether you are a Chief Experience Officer rethinking enterprise strategy, an innovation leader designing next-generation solutions, an operations leader building intelligent workflows, or a technology leader architecting the infrastructure - Before They Ask provides the language, the frameworks, and the roadmap you need.Topics include: Customer Sensor Mesh architecture, the Femtosecond Economy, AI-driven experience automation, Contact-Level P&L methodology, the VMAO cycle (Visualize, Monitor, Act, Optimize), department-by-department transformation, customer privacy in the algorithmic age, and the 2031-2038 Customer Technology Timeline.The original Customer Worthy earned 500,000+ downloads and recognition from the Journal of Marketing. This volume is the operating manual for what comes next.Be Customer Worthy before they ever have to ask. Win customers before they ask. This CxC Matrix(R)-powered playbook equips experience leaders and technologists with the frameworks, tools, and architecture to build autonomous, self-optimizing customer systems in the age of AI. This item is printed on demand. Shipping may be from multiple locations in the US or from the UK, depending on stock availability.
- Brossura
- Print on Demand
Da: Grand Eagle Retail, Bensenville, IL, U.S.A.Grand Eagle Retail
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 65,06
Spedizione gratuitaSpedito in U.S.A.Quantità: 1 disponibili
Paperback. Condizione: new. Paperback. The definitive framework for designing, measuring, and optimizing every customer interaction - now fully rebuilt for the age of artificial intelligence. Customer Worthy: Total Customer Engineering is the comprehensive expansion of Michael R. Hoffman's foundational work, first published in 2…010 and downloaded more than 500,000 times. Recognized by the Journal of Marketing, the original CxC Matrix framework transformed how executives think about customer experience. This edition reimagines it entirely for the AI-driven, sensor-saturated economy of today. At the core of Total Customer Engineering is the CxC Matrix 3.0 - a 90-cell accountability grid mapping 15 customer lifecycle stages across 6 interaction channels, with 9 treatment objectives applied to every cell. The result: 810 measurable accountability points that give organizations the precision to engineer customer experience the way they engineer any other business system - with defined inputs, tracked outputs, and financial consequences attached to every decision. What this book delivers: The complete CxC Matrix 3.0 architecture - updated for omnichannel, AI-assisted, and automated interaction environmentsThe Customer Sensor Mesh - a framework for capturing behavioral signals across every touchpoint before customers articulate their needsThe VMAO Cycle (Value, Measure, Analyze, Optimize) - a repeatable system for converting interaction data into revenue-protecting decisionsContact-level P&L methodology - tools for assigning financial accountability to individual customer interactions, not just aggregate satisfaction scoresThe Femtosecond Economy model - understanding why AI has compressed response windows to the point where anticipatory design is no longer optionalThe Nine Objectives framework - ensuring every customer interaction achieves measurable business purpose, not just task completionAI integration guidance - where automation creates value, where it destroys it, and how to design the boundary between them Total Customer Engineering is written for Chief Customer Officers, Chief Experience Officers, Chief Digital Officers, VPs of Customer Success, and any executive responsible for the financial performance of customer relationships. It is equally essential for consultants, business school faculty, and strategists building the capability to compete in an economy where the customer's next move is already being predicted - and the only question is whether your organization is predicting it first. Hoffman draws on decades of senior leadership in financial services, digital transformation, and customer strategy - including roles at BNY Mellon, Guidehouse, and DoubleClick/Google - to deliver a framework that is both theoretically rigorous and operationally deployable. Every model in the book has been tested in practice. Every metric has a business case attached. This is not a book about customer satisfaction. It is a book about customer engineering - the discipline of making every interaction count, every channel perform, and every AI deployment serve the customer rather than evade them. For organizations ready to move from measuring customer experience to engineering it. The AI-era playbook for customer experience. The CxC Matrix 3.0 maps 810 accountability points across every interaction, channel, and lifecycle stage - giving executives the tools to engineer customer relationships, not just measure them. This item is printed on demand. Shipping may be from multiple locations in the US or from the UK, depending on stock availability.
- Rilegato
- Print on Demand
Da: Grand Eagle Retail, Bensenville, IL, U.S.A.Grand Eagle Retail
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 65,06
Spedizione gratuitaSpedito in U.S.A.Quantità: 1 disponibili
Hardcover. Condizione: new. Hardcover. The definitive framework for designing, measuring, and optimizing every customer interaction - now fully rebuilt for the age of artificial intelligence. Customer Worthy: Total Customer Engineering is the comprehensive expansion of Michael R. Hoffman's foundational work, first published in 2…010 and downloaded more than 500,000 times. Recognized by the Journal of Marketing, the original CxC Matrix framework transformed how executives think about customer experience. This edition reimagines it entirely for the AI-driven, sensor-saturated economy of today. At the core of Total Customer Engineering is the CxC Matrix 3.0 - a 90-cell accountability grid mapping 15 customer lifecycle stages across 6 interaction channels, with 9 treatment objectives applied to every cell. The result: 810 measurable accountability points that give organizations the precision to engineer customer experience the way they engineer any other business system - with defined inputs, tracked outputs, and financial consequences attached to every decision. What this book delivers: The complete CxC Matrix 3.0 architecture - updated for omnichannel, AI-assisted, and automated interaction environmentsThe Customer Sensor Mesh - a framework for capturing behavioral signals across every touchpoint before customers articulate their needsThe VMAO Cycle (Value, Measure, Analyze, Optimize) - a repeatable system for converting interaction data into revenue-protecting decisionsContact-level P&L methodology - tools for assigning financial accountability to individual customer interactions, not just aggregate satisfaction scoresThe Femtosecond Economy model - understanding why AI has compressed response windows to the point where anticipatory design is no longer optionalThe Nine Objectives framework - ensuring every customer interaction achieves measurable business purpose, not just task completionAI integration guidance - where automation creates value, where it destroys it, and how to design the boundary between them Total Customer Engineering is written for Chief Customer Officers, Chief Experience Officers, Chief Digital Officers, VPs of Customer Success, and any executive responsible for the financial performance of customer relationships. It is equally essential for consultants, business school faculty, and strategists building the capability to compete in an economy where the customer's next move is already being predicted - and the only question is whether your organization is predicting it first. Hoffman draws on decades of senior leadership in financial services, digital transformation, and customer strategy - including roles at BNY Mellon, Guidehouse, and DoubleClick/Google - to deliver a framework that is both theoretically rigorous and operationally deployable. Every model in the book has been tested in practice. Every metric has a business case attached. This is not a book about customer satisfaction. It is a book about customer engineering - the discipline of making every interaction count, every channel perform, and every AI deployment serve the customer rather than evade them. For organizations ready to move from measuring customer experience to engineering it. The AI-era playbook for customer experience. The CxC Matrix 3.0 maps 810 accountability points across every interaction, channel, and lifecycle stage - giving executives the tools to engineer customer relationships, not just measure them. This item is printed on demand. Shipping may be from multiple locations in the US or from the UK, depending on stock availability.
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- Print on Demand
Da: BuchWeltWeit Ludwig Meier e.K., Bergisch Gladbach, GermaniaBuchWeltWeit Ludwig Meier e.K.
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 43,60
EUR 23,00 spedizioneSpedito da Germania a U.S.A.Quantità: 2 disponibili
Taschenbuch. Condizione: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware 318 pp. Englisch.
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- Print on Demand
Da: CitiRetail, Stevenage, Regno UnitoCitiRetail
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 42,66
EUR 43,19 spedizioneSpedito da Regno Unito a U.S.A.Quantità: 1 disponibili
Paperback. Condizione: new. Paperback. Your customer exists, right now, at the intersection of dozens of active sensor streams. Their wearable records heart rate and movement. Their vehicle logs driving patterns. AI agents are negotiating, filtering, and deciding on their behalf - often before any human is aware a decision is be…ing made. This is the Customer Sensor Economy. And it changes everything.Before They Ask: The Playbook for the Customer Sensor Economy is the strategic guide for executives, experience engineers, and transformation leaders navigating the next phase of customer intelligence. Built on Michael R. Hoffman's acclaimed CxC Matrix(R) framework - which has guided Fortune 500 companies, financial institutions, and government agencies - this book delivers the principles, architectures, and applied tools to build anticipatory customer systems at quantum scale.Across 16 chapters and four parts, Hoffman maps the full trajectory of customer experience transformation: from the Customer Sensor Mesh and atomic micro-interactions to digital twins, wearable intelligence, and fully autonomous self-optimizing networks. The CxC Matrix 3.0 - expanded to include Perception, Cognition, Actuation, and Emotion layers - gives leaders an 810-point accountability framework for managing customer performance in an AI-driven world.Whether you are a Chief Experience Officer rethinking enterprise strategy, an innovation leader designing next-generation solutions, an operations leader building intelligent workflows, or a technology leader architecting the infrastructure - Before They Ask provides the language, the frameworks, and the roadmap you need.Topics include: Customer Sensor Mesh architecture, the Femtosecond Economy, AI-driven experience automation, Contact-Level P&L methodology, the VMAO cycle (Visualize, Monitor, Act, Optimize), department-by-department transformation, customer privacy in the algorithmic age, and the 2031-2038 Customer Technology Timeline.The original Customer Worthy earned 500,000+ downloads and recognition from the Journal of Marketing. This volume is the operating manual for what comes next.Be Customer Worthy before they ever have to ask. Win customers before they ask. This CxC Matrix(R)-powered playbook equips experience leaders and technologists with the frameworks, tools, and architecture to build autonomous, self-optimizing customer systems in the age of AI. This item is printed on demand. Shipping may be from our UK warehouse or from our Australian or US warehouses, depending on stock availability.
- Rilegato
- Print on Demand
Da: BuchWeltWeit Ludwig Meier e.K., Bergisch Gladbach, GermaniaBuchWeltWeit Ludwig Meier e.K.
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 61,80
EUR 23,00 spedizioneSpedito da Germania a U.S.A.Quantità: 2 disponibili
Buch. Condizione: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware 280 pp. Englisch.
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- Print on Demand
Da: AussieBookSeller, Truganina, VIC, AustraliaAussieBookSeller
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 58,54
EUR 32,02 spedizioneSpedito da Australia a U.S.A.Quantità: 1 disponibili
Paperback. Condizione: new. Paperback. Your customer exists, right now, at the intersection of dozens of active sensor streams. Their wearable records heart rate and movement. Their vehicle logs driving patterns. AI agents are negotiating, filtering, and deciding on their behalf - often before any human is aware a decision is be…ing made. This is the Customer Sensor Economy. And it changes everything.Before They Ask: The Playbook for the Customer Sensor Economy is the strategic guide for executives, experience engineers, and transformation leaders navigating the next phase of customer intelligence. Built on Michael R. Hoffman's acclaimed CxC Matrix(R) framework - which has guided Fortune 500 companies, financial institutions, and government agencies - this book delivers the principles, architectures, and applied tools to build anticipatory customer systems at quantum scale.Across 16 chapters and four parts, Hoffman maps the full trajectory of customer experience transformation: from the Customer Sensor Mesh and atomic micro-interactions to digital twins, wearable intelligence, and fully autonomous self-optimizing networks. The CxC Matrix 3.0 - expanded to include Perception, Cognition, Actuation, and Emotion layers - gives leaders an 810-point accountability framework for managing customer performance in an AI-driven world.Whether you are a Chief Experience Officer rethinking enterprise strategy, an innovation leader designing next-generation solutions, an operations leader building intelligent workflows, or a technology leader architecting the infrastructure - Before They Ask provides the language, the frameworks, and the roadmap you need.Topics include: Customer Sensor Mesh architecture, the Femtosecond Economy, AI-driven experience automation, Contact-Level P&L methodology, the VMAO cycle (Visualize, Monitor, Act, Optimize), department-by-department transformation, customer privacy in the algorithmic age, and the 2031-2038 Customer Technology Timeline.The original Customer Worthy earned 500,000+ downloads and recognition from the Journal of Marketing. This volume is the operating manual for what comes next.Be Customer Worthy before they ever have to ask. Win customers before they ask. This CxC Matrix(R)-powered playbook equips experience leaders and technologists with the frameworks, tools, and architecture to build autonomous, self-optimizing customer systems in the age of AI. This item is printed on demand. Shipping may be from our Sydney, NSW warehouse or from our UK or US warehouse, depending on stock availability.
- Rilegato
- Print on Demand
Da: CitiRetail, Stevenage, Regno UnitoCitiRetail
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 56,50
EUR 43,19 spedizioneSpedito da Regno Unito a U.S.A.Quantità: 1 disponibili
Hardcover. Condizione: new. Hardcover. Your customer exists, right now, at the intersection of dozens of active sensor streams. Their wearable records heart rate and movement. Their vehicle logs driving patterns. AI agents are negotiating, filtering, and deciding on their behalf - often before any human is aware a decision is be…ing made. This is the Customer Sensor Economy. And it changes everything.Before They Ask: The Playbook for the Customer Sensor Economy is the strategic guide for executives, experience engineers, and transformation leaders navigating the next phase of customer intelligence. Built on Michael R. Hoffman's acclaimed CxC Matrix(R) framework - which has guided Fortune 500 companies, financial institutions, and government agencies - this book delivers the principles, architectures, and applied tools to build anticipatory customer systems at quantum scale.Across 16 chapters and four parts, Hoffman maps the full trajectory of customer experience transformation: from the Customer Sensor Mesh and atomic micro-interactions to digital twins, wearable intelligence, and fully autonomous self-optimizing networks. The CxC Matrix 3.0 - expanded to include Perception, Cognition, Actuation, and Emotion layers - gives leaders an 810-point accountability framework for managing customer performance in an AI-driven world.Whether you are a Chief Experience Officer rethinking enterprise strategy, an innovation leader designing next-generation solutions, an operations leader building intelligent workflows, or a technology leader architecting the infrastructure - Before They Ask provides the language, the frameworks, and the roadmap you need.Topics include: Customer Sensor Mesh architecture, the Femtosecond Economy, AI-driven experience automation, Contact-Level P&L methodology, the VMAO cycle (Visualize, Monitor, Act, Optimize), department-by-department transformation, customer privacy in the algorithmic age, and the 2031-2038 Customer Technology Timeline.The original Customer Worthy earned 500,000+ downloads and recognition from the Journal of Marketing. This volume is the operating manual for what comes next.Be Customer Worthy before they ever have to ask. The playbook for the Customer Sensor Economy. Built on CxC Matrix framework, Before They Ask gives experience leaders the architecture to build AI-driven, self-optimizing customer systems that anticipate needs before they're expressed This item is printed on demand. Shipping may be from our UK warehouse or from our Australian or US warehouses, depending on stock availability.
- Brossura
- Print on Demand
Da: buchversandmimpf2000, Emtmannsberg, BAYE, Germaniabuchversandmimpf2000
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 43,60
EUR 60,00 spedizioneSpedito da Germania a U.S.A.Quantità: 1 disponibili
Taschenbuch. Condizione: Neu. This item is printed on demand - Print on Demand Titel. Neuware -Your customer exists, right now, at the intersection of dozens of active sensor streams. Their wearable records heart rate and movement. Their vehicle logs driving patterns. AI agents are negotiating, filtering, and deciding on their b…ehalf - often before any human is aware a decision is being made. This is the Customer Sensor Economy. And it changes everything.Before They Ask: The Playbook for the Customer Sensor Economy is the strategic guide for executives, experience engineers, and transformation leaders navigating the next phase of customer intelligence. Built on Michael R. Hoffman's acclaimed CxC Matrix® framework - which has guided Fortune 500 companies, financial institutions, and government agencies - this book delivers the principles, architectures, and applied tools to build anticipatory customer systems at quantum scale.Across 16 chapters and four parts, Hoffman maps the full trajectory of customer experience transformation: from the Customer Sensor Mesh and atomic micro-interactions to digital twins, wearable intelligence, and fully autonomous self-optimizing networks. The CxC Matrix 3.0 - expanded to include Perception, Cognition, Actuation, and Emotion layers - gives leaders an 810-point accountability framework for managing customer performance in an AI-driven world.Whether you are a Chief Experience Officer rethinking enterprise strategy, an innovation leader designing next-generation solutions, an operations leader building intelligent workflows, or a technology leader architecting the infrastructure - Before They Ask provides the language, the frameworks, and the roadmap you need.Topics include: Customer Sensor Mesh architecture, the Femtosecond Economy, AI-driven experience automation, Contact-Level P&L methodology, the VMAO cycle (Visualize, Monitor, Act, Optimize), department-by-department transformation, customer privacy in the algorithmic age, and the 2031-2038 Customer Technology Timeline.The original Customer Worthy earned 500,000+ downloads and recognition from the Journal of Marketing. This volume is the operating manual for what comes next.Be Customer Worthy before they ever have to ask.Libri GmbH, Europaallee 1, 36244 Bad Hersfeld 318 pp. Englisch.
- Brossura
- Print on Demand
Da: BuchWeltWeit Ludwig Meier e.K., Bergisch Gladbach, GermaniaBuchWeltWeit Ludwig Meier e.K.
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 81,90
EUR 23,00 spedizioneSpedito da Germania a U.S.A.Quantità: 2 disponibili
Taschenbuch. Condizione: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware 602 pp. Englisch.
- Rilegato
- Print on Demand
Da: BuchWeltWeit Ludwig Meier e.K., Bergisch Gladbach, GermaniaBuchWeltWeit Ludwig Meier e.K.
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 82,30
EUR 23,00 spedizioneSpedito da Germania a U.S.A.Quantità: 2 disponibili
Buch. Condizione: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware 508 pp. Englisch.
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- Print on Demand
Da: AussieBookSeller, Truganina, VIC, AustraliaAussieBookSeller
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 79,41
EUR 32,02 spedizioneSpedito da Australia a U.S.A.Quantità: 1 disponibili
Hardcover. Condizione: new. Hardcover. Your customer exists, right now, at the intersection of dozens of active sensor streams. Their wearable records heart rate and movement. Their vehicle logs driving patterns. AI agents are negotiating, filtering, and deciding on their behalf - often before any human is aware a decision is be…ing made. This is the Customer Sensor Economy. And it changes everything.Before They Ask: The Playbook for the Customer Sensor Economy is the strategic guide for executives, experience engineers, and transformation leaders navigating the next phase of customer intelligence. Built on Michael R. Hoffman's acclaimed CxC Matrix(R) framework - which has guided Fortune 500 companies, financial institutions, and government agencies - this book delivers the principles, architectures, and applied tools to build anticipatory customer systems at quantum scale.Across 16 chapters and four parts, Hoffman maps the full trajectory of customer experience transformation: from the Customer Sensor Mesh and atomic micro-interactions to digital twins, wearable intelligence, and fully autonomous self-optimizing networks. The CxC Matrix 3.0 - expanded to include Perception, Cognition, Actuation, and Emotion layers - gives leaders an 810-point accountability framework for managing customer performance in an AI-driven world.Whether you are a Chief Experience Officer rethinking enterprise strategy, an innovation leader designing next-generation solutions, an operations leader building intelligent workflows, or a technology leader architecting the infrastructure - Before They Ask provides the language, the frameworks, and the roadmap you need.Topics include: Customer Sensor Mesh architecture, the Femtosecond Economy, AI-driven experience automation, Contact-Level P&L methodology, the VMAO cycle (Visualize, Monitor, Act, Optimize), department-by-department transformation, customer privacy in the algorithmic age, and the 2031-2038 Customer Technology Timeline.The original Customer Worthy earned 500,000+ downloads and recognition from the Journal of Marketing. This volume is the operating manual for what comes next.Be Customer Worthy before they ever have to ask. The playbook for the Customer Sensor Economy. Built on CxC Matrix framework, Before They Ask gives experience leaders the architecture to build AI-driven, self-optimizing customer systems that anticipate needs before they're expressed This item is printed on demand. Shipping may be from our Sydney, NSW warehouse or from our UK or US warehouse, depending on stock availability.
- Brossura
- Print on Demand
Da: CitiRetail, Stevenage, Regno UnitoCitiRetail
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 70,32
EUR 43,19 spedizioneSpedito da Regno Unito a U.S.A.Quantità: 1 disponibili
Paperback. Condizione: new. Paperback. The definitive framework for designing, measuring, and optimizing every customer interaction - now fully rebuilt for the age of artificial intelligence. Customer Worthy: Total Customer Engineering is the comprehensive expansion of Michael R. Hoffman's foundational work, first published in 2…010 and downloaded more than 500,000 times. Recognized by the Journal of Marketing, the original CxC Matrix framework transformed how executives think about customer experience. This edition reimagines it entirely for the AI-driven, sensor-saturated economy of today. At the core of Total Customer Engineering is the CxC Matrix 3.0 - a 90-cell accountability grid mapping 15 customer lifecycle stages across 6 interaction channels, with 9 treatment objectives applied to every cell. The result: 810 measurable accountability points that give organizations the precision to engineer customer experience the way they engineer any other business system - with defined inputs, tracked outputs, and financial consequences attached to every decision. What this book delivers: The complete CxC Matrix 3.0 architecture - updated for omnichannel, AI-assisted, and automated interaction environmentsThe Customer Sensor Mesh - a framework for capturing behavioral signals across every touchpoint before customers articulate their needsThe VMAO Cycle (Value, Measure, Analyze, Optimize) - a repeatable system for converting interaction data into revenue-protecting decisionsContact-level P&L methodology - tools for assigning financial accountability to individual customer interactions, not just aggregate satisfaction scoresThe Femtosecond Economy model - understanding why AI has compressed response windows to the point where anticipatory design is no longer optionalThe Nine Objectives framework - ensuring every customer interaction achieves measurable business purpose, not just task completionAI integration guidance - where automation creates value, where it destroys it, and how to design the boundary between them Total Customer Engineering is written for Chief Customer Officers, Chief Experience Officers, Chief Digital Officers, VPs of Customer Success, and any executive responsible for the financial performance of customer relationships. It is equally essential for consultants, business school faculty, and strategists building the capability to compete in an economy where the customer's next move is already being predicted - and the only question is whether your organization is predicting it first. Hoffman draws on decades of senior leadership in financial services, digital transformation, and customer strategy - including roles at BNY Mellon, Guidehouse, and DoubleClick/Google - to deliver a framework that is both theoretically rigorous and operationally deployable. Every model in the book has been tested in practice. Every metric has a business case attached. This is not a book about customer satisfaction. It is a book about customer engineering - the discipline of making every interaction count, every channel perform, and every AI deployment serve the customer rather than evade them. For organizations ready to move from measuring customer experience to engineering it. The AI-era playbook for customer experience. The CxC Matrix 3.0 maps 810 accountability points across every interaction, channel, and lifecycle stage - giving executives the tools to engineer customer relationships, not just measure them. This item is printed on demand. Shipping may be from our UK warehouse or from our Australian or US warehouses, depending on stock availability.
- Rilegato
- Print on Demand
Da: CitiRetail, Stevenage, Regno UnitoCitiRetail
Contatta il venditoreVenditore con 5 stelleCondizione: Nuovo
EUR 70,32
EUR 43,19 spedizioneSpedito da Regno Unito a U.S.A.Quantità: 1 disponibili
Hardcover. Condizione: new. Hardcover. The definitive framework for designing, measuring, and optimizing every customer interaction - now fully rebuilt for the age of artificial intelligence. Customer Worthy: Total Customer Engineering is the comprehensive expansion of Michael R. Hoffman's foundational work, first published in 2…010 and downloaded more than 500,000 times. Recognized by the Journal of Marketing, the original CxC Matrix framework transformed how executives think about customer experience. This edition reimagines it entirely for the AI-driven, sensor-saturated economy of today. At the core of Total Customer Engineering is the CxC Matrix 3.0 - a 90-cell accountability grid mapping 15 customer lifecycle stages across 6 interaction channels, with 9 treatment objectives applied to every cell. The result: 810 measurable accountability points that give organizations the precision to engineer customer experience the way they engineer any other business system - with defined inputs, tracked outputs, and financial consequences attached to every decision. What this book delivers: The complete CxC Matrix 3.0 architecture - updated for omnichannel, AI-assisted, and automated interaction environmentsThe Customer Sensor Mesh - a framework for capturing behavioral signals across every touchpoint before customers articulate their needsThe VMAO Cycle (Value, Measure, Analyze, Optimize) - a repeatable system for converting interaction data into revenue-protecting decisionsContact-level P&L methodology - tools for assigning financial accountability to individual customer interactions, not just aggregate satisfaction scoresThe Femtosecond Economy model - understanding why AI has compressed response windows to the point where anticipatory design is no longer optionalThe Nine Objectives framework - ensuring every customer interaction achieves measurable business purpose, not just task completionAI integration guidance - where automation creates value, where it destroys it, and how to design the boundary between them Total Customer Engineering is written for Chief Customer Officers, Chief Experience Officers, Chief Digital Officers, VPs of Customer Success, and any executive responsible for the financial performance of customer relationships. It is equally essential for consultants, business school faculty, and strategists building the capability to compete in an economy where the customer's next move is already being predicted - and the only question is whether your organization is predicting it first. Hoffman draws on decades of senior leadership in financial services, digital transformation, and customer strategy - including roles at BNY Mellon, Guidehouse, and DoubleClick/Google - to deliver a framework that is both theoretically rigorous and operationally deployable. Every model in the book has been tested in practice. Every metric has a business case attached. This is not a book about customer satisfaction. It is a book about customer engineering - the discipline of making every interaction count, every channel perform, and every AI deployment serve the customer rather than evade them. For organizations ready to move from measuring customer experience to engineering it. The AI-era playbook for customer experience. The CxC Matrix 3.0 maps 810 accountability points across every interaction, channel, and lifecycle stage - giving executives the tools to engineer customer relationships, not just measure them. This item is printed on demand. Shipping may be from our UK warehouse or from our Australian or US warehouses, depending on stock availability.
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Taschenbuch. Condizione: Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - Your customer exists, right now, at the intersection of dozens of active sensor streams. Their wearable records heart rate and movement. Their vehicle logs driving patterns. AI agents are negotiating, filtering, and deciding on their be…half - often before any human is aware a decision is being made. This is the Customer Sensor Economy. And it changes everything.Before They Ask: The Playbook for the Customer Sensor Economy is the strategic guide for executives, experience engineers, and transformation leaders navigating the next phase of customer intelligence. Built on Michael R. Hoffman's acclaimed CxC Matrix® framework - which has guided Fortune 500 companies, financial institutions, and government agencies - this book delivers the principles, architectures, and applied tools to build anticipatory customer systems at quantum scale.Across 16 chapters and four parts, Hoffman maps the full trajectory of customer experience transformation: from the Customer Sensor Mesh and atomic micro-interactions to digital twins, wearable intelligence, and fully autonomous self-optimizing networks. The CxC Matrix 3.0 - expanded to include Perception, Cognition, Actuation, and Emotion layers - gives leaders an 810-point accountability framework for managing customer performance in an AI-driven world.Whether you are a Chief Experience Officer rethinking enterprise strategy, an innovation leader designing next-generation solutions, an operations leader building intelligent workflows, or a technology leader architecting the infrastructure - Before They Ask provides the language, the frameworks, and the roadmap you need.Topics include: Customer Sensor Mesh architecture, the Femtosecond Economy, AI-driven experience automation, Contact-Level P&L methodology, the VMAO cycle (Visualize, Monitor, Act, Optimize), department-by-department transformation, customer privacy in the algorithmic age, and the 2031-2038 Customer Technology Timeline.The original Customer Worthy earned 500,000+ downloads and recognition from the Journal of Marketing. This volume is the operating manual for what comes next.Be Customer Worthy before they ever have to ask.
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Da: preigu, Osnabrück, Germaniapreigu
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EUR 43,25
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Taschenbuch. Condizione: Neu. Before They Ask | Michael R Hoffman | Taschenbuch | Englisch | 2026 | Customer Worthy Publishing | EAN 9798995222651 | Verantwortliche Person für die EU: Libri GmbH, Europaallee 1, 36244 Bad Hersfeld, gpsr[at]libri[dot]de | Anbieter: preigu Print on Demand.
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Da: buchversandmimpf2000, Emtmannsberg, BAYE, Germaniabuchversandmimpf2000
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EUR 61,80
EUR 60,00 spedizioneSpedito da Germania a U.S.A.Quantità: 1 disponibili
Buch. Condizione: Neu. This item is printed on demand - Print on Demand Titel. Neuware Libri GmbH, Europaallee 1, 36244 Bad Hersfeld 280 pp. Englisch.
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Da: preigu, Osnabrück, Germaniapreigu
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Buch. Condizione: Neu. Before They Ask | The Playbook for the Customer Sensor Economy | Michael R Hoffman | Buch | Customer Worthy | Englisch | 2026 | Customer Worthy Publishing | EAN 9798995222668 | Verantwortliche Person für die EU: Libri GmbH, Europaallee 1, 36244 Bad Hersfeld, gpsr[at]libri[dot]de | Anbieter: preigu Print on… Demand.
