Customer experience may not be a new concept, but it certainly is an idea that has taken time to gain currency within the business community.
Despite reports that document the ROI of customer experience (CX) from the likes of the Temkin Group, the move to make customer experience a focus of business activity has been slow, to put it mildly.
That's not to say that customers are totally neglected, but rather that most of the focus on customer-related processes and thinking thus far has been piece meal.
Hopefully the publication of Outside In: The Power of Putting Customers at the Focus of Your Business will change that. Penned Forrester consultants Harley Manning (who founded Forrester's CX practice back in 1998), Kerry Bodine and Josh Bernoff, Outside In blends thinking in CX, experience design and marketing.
A quick and engaging read fortified with ample case studies, Outside In will help you understand why over a recent five-year period (during which the S&P 500 was flat), a stock portfolio of CX leaders grew 22 percent.