Customer Experience Management in the Caribbean: Concepts, Case Studies and Challenges

By: Paul Anderson and Elaine Commissiong and Noel M. Cowell and G. Anthony Ferguson and Koen Hietbrink and Jacqueline Huggins and Michelle McLeod and Candice Petgrave and Juliana Samuel and Trevor A. Smith and Tiersa Smith-Hall and Evora Mais Thompson and Sumit Verma and Nadane Y. Wright

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Synopsis: Diving into the evolution of Customer Experience this text offers an insightful exploration of the paradigm shift from customer service to Customer Experience (CX) within the Caribbean context. Unveiling the dynamics of CX's influence on satisfaction, loyalty, and business profitability, this book delves into strategic planning, employee development, data-driven decisions, and emerging technological trends, and it fills a crucial gap in the literature with: - An array of Caribbean case studies; - Enhanced theoretical concepts and a deep appreciation of customer experience management in the Caribbean; - References of best practices to address critical issues affecting the delivery of a quality customer experience. Scholars and practitioners within customer service, services marketing, customer experience management and customer relationship marketing in the retail hospitality and tourism, financial, health care and education sectors will find this a valuable resource on CX's transformative power in this region and beyond.