We are in what many call The Age of the Customer. Customers are empowered more than ever before and demand a high level of customer attention and service. Their increasing expectations and demands worldwide have forced organizations to transform themselves and prepare for the customer experience (CX) battlefield.
 This landmark book addresses:
 - What customer experience really means
 - Why it matters
 - Whether it has any substantial business impact
 - What your organization can do to deliver and sustain your CX efforts, and
 -How we got to this particular point in CX history
 This book is the result of exhaustive research conducted to incorporate various components that affect customer experience. Based on the research results, the authors make a case for seeing CX and associated transformations as the next natural evolution of the quality management system (QMS) already in place in most companies. Using an existing QMS as the foundation for CX not only creates a more sustainable platform, but it allows for a faster and more cost effective way to enable an organization to attain world-class CX.

Achieving Customer Experience Excellence through a Quality Management System

Business & Money

Alka Jarvis

Luis Morales

Ulka Ranadive

Management & Leadership

ASQ-Quality Press

Telemetry is an automated way of collecting data at remote sites or locations, and transmitting it to collectors at receiving site for monitoring, analyzing, and driving improvement actions. This book provides the necessary knowledge and information to understand the telemetry infrastructure and associated details. It will enable readers to implement a telemetry program to address customer experience pain and improve customer experience. 
 The authors of this book have all served in different roles and capacities in one of Silicon Valley's premier technology companies. These roles include software engineering, customer assurance, quality management, technology development, and implementation. Their paths intersected in the area of quality management, and they have witnessed first-hand how the latest technology/market transitions around Internet of Things (IoT), digitization, and telemetry are impacting the company they work, as well as the high-tech industry and global economy as a whole. 
 The real-time nature of data and the advent of machine-learning algorithms have set the stage for a new era that the authors call adaptive customer experience. The premise of this concept is that real-time availability of customer experience data opens the door for real-time responses based on machine-learning algorithms. This creates an unprecedented opportunity to change the relationship between customers and the systems they depend on in their digital world. 
 The proliferation of sensors and improvements in data science capabilities are creating an environment where the possibilities for telemetry are limitless. The book provides several examples of use cases and applications that help bring telemetry to life.

Quality Experience Telemetry: How to Effectively Use Telemetry for Improved Customer Success

Johnson, Jose

Competitive advantage as it existed in the 1970s and 1980s is no longer valid. 
Leaders must be ready to adopt the thinking that there is no such thing as long-term competitive advantage anymore, due to the constantly changing landscape, and they will have to repeatedly redefine and redesign business strategies to survive. 
ISO 9004:2018 represents a major contribution in the application of sound business and quality management systems practices, but authors Jarvis and Palmes will help you go beyond it with the current widely used state-of-the-art technologies and practices described in this book. They have spent years evaluating where mature and successful organizations are heading, whether they are small or large, and are among the group of experts who developed ISO 9004:2018. 
Topics covered include disruptive technologies, culture for sustained success, organizational identity, leadership, process management, and more.

Business Sustainability: Going Beyond ISO 9004:2018

Paul C. Palmes

Successful Management of Cloud Computing and DevOps

Prakash, Anand

See the best price to sell, buy, or rent books by Alka Jarvis. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Alka Jarvis