⭐ Fix processes to improve sales & reduce costs.
⭐ Design offerings that sell more & fail less.
⭐ Provide services with digital ease and human connection.
⭐ Use customer understanding to innovate & differentiate.
⭐ Build customer-focused continuous improvement into the culture.
This field manual is a CX leader’s practical guide for starting a new, or improving an existing, customer experience management program. Whether you are brand new to a customer experience management role, or a veteran, this book offers you valuable frameworks, ideas, and examples for building your CX program that improves operational efficiency and customer intimacy.
Jeff Sheehan is a customer experience (CX) practitioner, author, and an active member of the global CX community. Jeff is a passionate customer advocate working to improve operational excellence and profitability, customer intimacy, and growth using pragmatic solutions built on the pillars of strategy, people, process, and technology.
With over 25 years of working directly with customers, Jeff’s CX experience comes from holding service delivery, service sales, service management, and advisory management consulting roles. Jeff developed deep skill and expertise in leadership, CX strategic planning, customer service operations, sales, digital technology programs and projects, and the use of customer feedback data analytics, acquired by working with various employers, solutions, industries, and clients.
In the age of information overload, expertise is not knowing lots of stuff; instead, it’s the ability to sort the useful from the useless, and Jeff’s approach to CX is action-oriented and pragmatic with a talent for breaking down big, complex projects into sequential plans of action. Being innovative with simplification, organization, and aligning capabilities with customer insights, Jeff is a trusted source of advice and experience with clients working to transform their organization into a more agile, efficient, and customer-focused operation.
Jeff is recognized as a Top 50 Global Thought Leader, and Influencer on Customer Experience (November 2020) and a business strategy thought leader (December 2020) by Thinkers360. Jeff is also a founding member and Ireland’s Ambassador to the newly formed European CX Organization (ECXO) and has been a judge of the Business Change or Transformation category in the 2021 European Customer Centricity Awards.
Jeff is a native of Boston, Massachusetts, now living and working in Dublin, Ireland. His first career was a decade of military service with the US Army as an officer and helicopter pilot, serving in Korea, Germany, Paraguay, and as a United Nations Military Observer in Africa. Jeff is an avid traveler, has lived in 7 US states, Korea, Germany, Morocco, and Ireland, and visited 40 countries and 38 US states and enjoys fishing, cooking, and time with family.
These are the CX templates from the Appendices in the book.