At the end of the month, Customer Experience Edge, a new how-to book on customer experience management will come to the market. The authors Vinay Iyer, Volker Hildebrand and Reza Soudagar developed a new framework that goes beyond traditional CRM based on research and over 15 customer case studies. Mark Johnson, President & CEO of Loyalty 360 spoke with Vinay Iyer, one of the authors, about their new approach to successful and profitable customer experience management.
Mark Johnson: What inspired you and your colleagues to write....