pbHaving a customer-centric business model has evolved from being a inice-to-havei to a imust-havei for any organization. A focus on products and services alone is no longer enough to outstrip the competition.b p In the current digital ecosystem, consumers can instantly compare products, prices and services with the touch of a button from the comfort of their home. Therefore, every organization must now focus on their overall customer experience to achieve the tricky but imperative balance between efficiency and personalization. p In biThe Power of Customer Experienceib, bMartin Newmanb presents clear data that proves the direct link between customer-centricity with profit and shareholder value. Drawing on examples from well-known companies like JD Sports, Delta Airlines, Lego, Selfridges, BMW, Hilton, Deliveroo and Uber, it analyses how organizations provide the most effective customer experience, and reveals the strategies that have allowed them to succeed. p Featuring tips and tools