The CX Playbook

The CX Playbook presents a new vision for the customer-brand journey, one where customers’ lives and goals are authentically empowered and bolstered by their favorite brands. Today’s consumers have adopted widespread distrust of legacy institutions, driven by a progressive mindset and a higher need for self-sufficiency. In response, brands need to position their products and services alongside purpose-driven initiatives that simultaneously elevate customers and accomplish global good.

The playbook presents readers with an actionable, trends-inspired framework that will attract customers through value-driven brand perspectives and cultivate long-term loyalty by nurturing their progressive lifestyle.

Published May 2018

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The 40+ page playbook includes:
  • Key insights on the needs, desires and expectations of modern consumers
  • 3 steps for engaging customers at every touchpoint
  • 9 trends-based initiatives supported by 36 exemplary case studies
  • Supporting data from PSFK’s 2018 Customer Experience Survey
  • Industry implications for all consumer-facing industries
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