The Digital-First Customer Experience Seven Design Strategies from the World’s Leading Brands

" Joe Wheeler's latest book hits a lot of my hot buttons: immersive experiences, customization at scale, flywheels of learning and of course digital technology. Get your highlighter out before you open it up and let Joe's principles and case studies lead you in developing your own playbook for thriving in today's Experience Economy." ("B. Joseph Pine II, co-author of 'The Experience Economy: Competing for Customer Time, Attention, and Money'")
"A timely treasure for those who wonder whether, why and how 'digital' fundamentally changes the customer experience, with an added bonus 'playbook' for designing business models up to the task." ("Susan Fournier Allen, Questrom Professor and Dean, Boston University, Questrom School of Business")
"A must-read for managers looking to stay current on this rapidly changing topic. The book could not be more timely or useful!" ("Leonard A. Schlesinger, Baker Foundation Professor, Harvard Business School")
"Joe's book reminds us that in a digital-first world, our people have never been more important. That the brands customers love understand how to design experiences that create enduring value for employees, customers and shareholders. I highly recommend it." ("Maxine Clark, Founder, Build-A-Bear Workshop; CEO, Clark-Fox Family Foundation")
"Creating a best-in-class digital experience requires a design that resonates with your consumers. This book focuses on the role of design and the importance it plays in creating the deepest relationship with your consumer and the impact that is possible for your business." ("Chris McCann, Chief Executive Officer, 1-800-FLOWERS.Com")
" Joe Wheeler is my 'go-to' for anything related to customer insights and customer experience. There is no one better. This new book shares the wisdom of a true master." ("Robert C. Wolcott, Co-Founder & Chair, TWIN Global")
"A focused manifesto for companies looking to leverage digital technologies to deliver a highly valued customer experience. Joe's ability to boil this down to seven intuitive strategies with carefully chosen examples to bring these to life with actionable playbooks make this a must-read for multiple departments." ("Abhi Ingle, Chief Operating Officer, Revenue Operations Qualtrics")
"A hallmark of Joe Wheeler's work has always been his clear-eyed understanding that it's not enough merely to design a great product or service. You also have to be able to deliver it consistently, at reasonable cost and in a sustainable manner. This practical perspective permeates The Digital First Customer Experience . Joe outlines an approach that is both simple and sophisticated, both immediately impactful and enduring. And he does it through a series of engaging and enjoyable stories, making it as accessible as it is essential." ("Rob Markey Partner, Bain & Company, and co-author of 'The Ultimate Question 2.0'")
"What Joe's book Managing the Customer Experience did for the experience economy, so his latest book will do for the digital economy. If you want to understand how to create leading edge CX, this book is for you." ("Shaun Smith, Founder, Smith+Co")
"I deeply admire Joe's passion for creating enduring customer experiences. He is relentless in seeking to understand how human centered design can improve the digital experience to create shared value for the customer, employee and enterprise." ("Brad Warner, Board Member, Capital One")