The Experience-Centric Organization

An experience-centric organization aligns its entire structure, culture, and strategy around delivering superior customer experiences rather than just products. It shifts from functional silos to customer-journey-based design, empowering employees to make decisions that build long-term loyalty and emotional connections with customers. In this book Claire contributes with a chapter discussing how to win with memorable and meaningful customer experiences by translating cultural trends into service details. Author: Simon Clatworthy, 2019.