The Digital-First Customer Experience: Seven Design Strategies from the World's Leading B

Do you know when you pick up a book and you think it is going to be interesting, but you wade through a lot of fluff before you get to the meat? Well, this book is ALL MEAT. (Apologies for the analogy, vegetarians). It is a blend of frameworks and ideas to help you think about your design strategy (including topics like emotional peaks, personalization flywheel, community and co-creation, etc.) as well as specific examples of these strategies in practice. It includes B2C brands that we know well, like NIKE and Starbucks, as well as B2B brands like CEMEX and VMWare. When I read books, I think of what I might take to a future customer meeting to share, and this book includes concepts that I could whiteboard on the fly as well as stories and examples that I can sprinkle to bring my points to life. Great job, Joe Wheeler!