What’s in this edition?

• Getting the Connection: Interview with Christian Terwiesch and Nicolaj Siggelkow (Page 14)

Management Articles:

• The Right Customer is Always Right (Page 4)
• How Engaged Employees Improve Customer Experience (Page 9)
• Creating a Culture-First Approach to Customer Experience (Page 9)
• The Success Factors for Customer Centricity (Page 28)
• Why AI Needs to Find its Inner ‘HI’ (Page 32)
• Scaling Your Business Through Superior Customer Experience (Page 39)
• What’s in your Corporate Crisis Survival kit? (Page 42)
• 8 Ways to Be More Human When Engaging Customers (Page 46)

Editor’s Pick:

• Customer Experience Starts with the Employee (Page 2)

From the desk of AMA Global’s CEO:

• Service Excellence is Taught Through Training and Culture (Page 25)

Insights

• Building a Collaborative Culture (Page 36)