BOOKS AND GUIDELINES

Seeing Round Corners: White Paper, by Philip Forest, President of International Customer Experience Institute

Customer experience management should not be seeking an incremental improvement programme but a revolutionary overhaul that seeks to look honestly at the 2020 levels of performance and vows never to let them sink as low again. There is no doubt that the future is uncertain and there has never been a greater need to develop the skill of being able to see round corners to try to anticipate and plan today for tomorrow’s success