Coherence at Velocity How Leaders Build Customer Experience that Scales Without Fragmenting the Enterprise
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- Englisch ausgewählt
26,99 €
inkl. gesetzl. MwSt.,
Beschreibung
Produktdetails
Einband
Taschenbuch
Erscheinungsdatum
01.03.2027
Abbildungen
17 ill., 17 tbl.
Verlag
De GruyterSeitenzahl
150
Maße (B/H)
15,5/23 cm
Gewicht
500 g
Auflage
1
Sprache
Englisch
ISBN
978-3-11-914181-9
Most large enterprises already know what their customers need, yet far fewer are able to act on that knowledge without creating contradictions, delays, and rework elsewhere in the business. Not to mention the impact on their customers, who experience a fractured brand. With near limitless choice and lowered friction to switching, this means customers seek clarity and convenience, and reward organizations that prioritize coherence.
Coherence at Velocity closes that gap. Drawing on his work as an advisor and consultant to Fortune 500 enterprises, Greg Kihlström defines coherence at velocity as an enterprise operating capability: the ability to improve customer-facing performance quickly and repeatedly without losing consistency, control, trust, or economic discipline. The first part of the book diagnoses the reasons why customer experience breaks so often inside the enterprise, and the second part sets out what to build that creates coherence inside and out.
The book ends with an examination of what Kihlström terms the AI-mediated enterprise, where agents and automation are exposing the challenges that human effort and workarounds once hid. The book features a way to measure growth through a maturity assessment, and a quarterly cadence to stay on track building coherence as an enterprise.
This book is ideal for Chief Marketing Officers, Chief Customer Officers, and senior marketing and customer experience leaders. It offers a shared language and a practical method for teams under pressure to move faster, prove growth, and scale AI responsibly without fracturing the experience customers rely on.
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