We are living in an experience-driven economy, where the customer's experience is paramount and even beloved brands risk losing market share due to a single negative customer experience. In our technology-led, omnichannel environment, one of the biggest risks for brands is a lack of consistency in their customer experience across digital, physical and social channels.

Data-driven Customer Experience Transformation provides insights and frameworks for creating delightful customer experiences across all three channels, by leveraging data and the latest technologies. Using cutting-edge research from the Cambridge Service Alliance, at the University of Cambridge, this book explores the importance of omnichannel customer-centricity across all sectors and takes you on a journey from setting your strategy, through designing and managing your customer experiences in real-time. It explores how AI can be used to identify opportunities and predict engagement, as well as how to use data to understand customer loyalty, forge stronger customer relationships and drive growth. By combining academic rigour with real-world examples from leading companies such as Microsoft, KFC and Emirates Airline, this book is the ultimate guide to designing and implementing an exceptional data-driven customer experience across all channels, whether you work in B2B, B2C or public services.

"Mohammed Zaki specializes in using data and AI to analyse customer sentiment about products and services. This book is essential for those seeking competitive advantage through customer insights and modernizing their organization's approach" - Ashish Gupta- Chief Growth Officer, Europe and Africa, Diversified Industries, HCLTech

"This book is a must-read for any business serious about customer experience in the digital era. It provides a practical guide for using data and AI to truly understand and delight your customers." - Dr Franziska Bell, a visionary tech executive previously at UBER, Toyota and BP

"Thought-provoking and practical in equal measures, helps you cut through the noise surrounding AI and CX to decide where to focus for your business goals." - Dr Robert Bates, Head of Decision Sciences, Currys

"This publication represents a major leap forward in the professionalisation of Customer Experience Management. Zaki addresses the popular themes of our time, like seamless omnichannel experiences and customer delight, and sets out practical, data-backed approaches to realise value in the real world, beyond the buzzwords. An essential handbook for all customer experience professionals" - Nicholas Clark, Partner and Associate Director, Service and Support Operations, Boston Consulting Group (BCG)