Connected Signature Experience : A Strategic Framework for Customer and Employee Engagement at the Intersection of People, Technology, and Data.

Format:

Book

Author/Creator:

Saviolo, Stefania.

Contributor:

Saviolo, Stefania

Roccazzella, Marco Di Dio

Language:

English

Subjects (All):

Customer relations.

Customer services.

Physical Description:

1 online resource (0 pages)

Edition:

1st ed.

Place of Publication:

Chicago : Bocconi University Press, 2026.

Summary:

In a world where many organizations drift amid disjointed data, fragmented processes, and isolated initiatives, Connected Signature Experience argues that the future of customer experience depends on mastering two strategic dimensions: Connection, which integrates, and Signature, which differentiates.

Contents:

Cover

Description

Biography

Title

Copyright

Contents

Foreword

Introduction

1. The Customer Experience in the Age of Connection

2. The Connected Signature Experience Framework

3. Enabling the Connected Signature Experience: The Iceberg Model

4. The Connected Signature Experience: New Touchpoints, KPIs, and Capabilities in Support

5. Content and Creativity as the Heart of Customer Experience

6. Data and Analytics as Enablers of Experience

7. From Data to Insight-Led Customer Engagement

8. Data to Value: The Technologies behind a Connected Organization

9. The Organization: From Signature Customer Experience to Signature People Experience

10. Purpose at the Core: The Signature of Values

11. From Model to Action: Governing the Connected Signature Experience

Essential Bibliography.

Notes:

Description based on publisher supplied metadata and other sources.

Part of the metadata in this record was created by AI, based on the text of the resource.

ISBN:

979-1-281-62777-2

OCLC:

1588688680