As a 30-year veteran executive, Francis Goh brings to the table a unique blend of practical wisdom and certified expertise in Customer Experience (CX), Design Thinking, Agile, Scrum, and Lean methods. His deep understanding of Amazon's Working Backwards mechanism, honed during his tenure as a Digital Innovation expert at AWS, further enriches the insights shared in this book. These strategies are not just theoretical concepts but battle-tested solutions forged in the crucible of real-world challenges. Through his experience and expertise, the author aims to provide readers with actionable strategies and proven methodologies to navigate the ever-evolving landscape of technology and business with confidence and success.
The book unveils three powerful frameworks meticulously developed to help executives leverage innovation and Gen AI to develop their CX strategies. These frameworks serve as guiding lights, illuminating the path forward in a landscape marked by rapid technological advancement and shifting consumer expectations. With practical strategies and actionable insights, this book equips leaders with the tools they need to navigate the complex intersection of innovation and Customer Experience, driving transformative change within their organizations.
Contents:
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Acknowledgement
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The Executive's Dilemma and Challenges:
- Navigating the Future Landscape with Successful CX Strategies
- The Executive's Challenge
- Rapid Change with Disruption
- OpenAI
- AI and Machine Learning Revolution
- AIML Applications on Human-Centered and CX Design
- Digital Ecosystems and Platform Economies
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The CX Imperative:
- The Role of Customer Experience
- Defining Customer Experience
- What Is NOT a Customer Experience?
- CX in Business Strategy as the Differentiator
- Measuring CX Success
- CX and Brand Loyalty
- Challenges in CX Implementation
- The Customer Experience Innovation Framework
- Corporate Vision and Mission versus CX Vision
- CX Strategy and Roadmap
- The Learning CX Organization
- CX Metrics and Measurement to Justify ROI
- CX Adoption Strategies
- CX Design and Innovation
- Communications and Brand Strategies
- Governance, Compliance, and Technology Structures
- CX Culture
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The Innovation Imperative and The Hehsed Innovation Matrix (HIM):
- The Genesis of Innovation
- Why Innovation Fails
- Empowering Innovation Through Methodologies
- Innovation Methods
- The Portfolio Approach to the Innovation Methods
- Emerging Trends in Innovation
- Strategies for Sustaining Innovation
- Foster a Culture of Customer-Centricity
- Empower Intrapreneurship as the Innovative Powerhouse
- Embrace Agile Methodologies
- Embrace a Growth Mindset
- Ensure Compliance
- Ethical Considerations
- The Hehsed Innovation Matrix
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The GEN AI Imperative and the Strategic-6 Framework:
- Key Applications of Gen AI
- Navigating Gen AI Initiatives Through These Modern Times
- Organizational Learning — AI Literacy
- Aligning AI Objectives with Corporate Vision
- Alignment Toward a CX Strategy and Approach
- Operationalizing AI Across the Organization
- Organizational Adoption of AI
- Evaluation on ROI and Metrics That Matter
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The Creative and Curious Mindset:
- Open-Mindedness and Cultural Curiosity
- Breaking Free from Old Mindsets
- Impact on Cultural Curiosity and Creative Innovation
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How Does the Future Look Like?:
- Generative AI: Shaping the Future of Innovation
- Challenges in Gen AI Adoption
- How Does Our Future Look Like with Gen AI?
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About the Author
Readership: Business executives and leaders; customer experience professionals; technology and innovation specialists; aspiring innovators and entrepreneurs; consultants and advisors in business and technology; academics and researchers in business and technology; HR/Marketing professionals; business students and MBA programs; product managers; small and medium-sized enterprises (SMEs); non-profit organizations (NGOs); government and public sector officials; professional associations and industry groups; tech startups; educational institutions.
