Customer Experience Future Trends and Insights
Customer Experience is now the key differentiator as consumers and businesses alike decide among competing brands. The authors explore growing trends in Experience Psychology, Social Media and Neuroscience and their impact on Customer Experience that busi
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xperience. You may not be ready to react to each of these trends today but you need to prepare. This book a great starting point. These trends are the new ways to view the experience from the ‘outside in’ as opposed to the more common model of ‘inside out’. Ignoring customer perceptions and feelings is perilous and it does not appear that this basic principle will change anytime soon.” – Eva Choong, Director Customer Management, British Council “We all talk about experience being the most important element of marketing, yet it is not often that new and original thinking comes in and excites the world of Customer Experience. Beyond Philosophy’s new book surely reinforces their expertise in this field and invites us to discover the customer once again.” – Lale Saral Develioglu, Chief Marketing Officer, Turkcell “Following on from their previous ground-breaking books, Beyond Philosophy Thought Leaders Colin Shaw, Qaalfa Dibeehi and Steven Walden now turn their attention to the future of Experience offering unique insights and ideas. The ideas on neuroexperience in particular are thought-provoking and consistent with the expected sea change towards individualised advertising and communication – this book reflects what’s happening now at the crux of neuroscience and business.” – Professor Gemma Calvert, Co-Founder, Neurosense Limited & Chair of Applied Neuroimaging, University of Warwick “In the arts, audiences expect to have an emotional experience, which is why they are very loyal to their art form or particular performer. It is clear to me that the commercial world could learn from this. By shining a light on areas such as the emotions and the subconscious, this book offers original insights and new perspectives on the future of Customer Experience Management.” – Samir Savant, Director of Development, Royal College of Music
CUSTOMER EXPERIENCE FUTURE TRENDS AND INSIGHTS
Also by Colin Shaw and published by Palgrave Macmillan: The DNA of Customer Experience Revolutionize Your Customer Experience Building Great Customer Experiences (with John Ivens)
Customer Experience Future Trends and Insights Colin Shaw Founder and CEO, Beyond Philosophy
Qaalfa Dibeehi Chief Operating and Consulting Officer, Beyond Philosophy
Steven Walden Senior Head of Research and Consulting, Beyond Philosophy
© Colin Shaw, Qaalfa Dibeehi, Steven Walden 2010 Softcover reprint of the hardcover 1st edition 2010 978-0-230-24781-9 All rights reserved. No reproduction, copy or transmission of this publication may be made without written permission. No portion of this publication may be reproduced, copied or transmitted save with written permission or in accordance with the provisions of the Copyright, Designs and Patents Act 1988, or under the terms of any licence permitting limited copying issued by the Copyright Licensing Agency, Saffron House, 6-10 Kirby Street, London EC1N 8TS. Any person who does any unauthorized act in relation to this publication may be liable to criminal prosecution and civil claims for damages. The authors have asserte
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