People around the world are waking up to the power of Customer Experience. Customer Experience can be leveraged as a growth strategy for your business. Many successful household names have dominated their markets in recent years by employing Customer-Centric strategies and practices.The Customer Experience playbook is practical, with lots of insights, activities and case studies helping you to implement Customer Centric practices in your organisation. How do you lead a customer-centric transformation? Where do you start? What sort of challenges can you expect on the way? The Customer Experience Playbook presents the ICON(c) process. ICON(c) is a proven four step process which you can follow when embarking on the journey towards customer centricity. The four steps of the ICON process are as follows:1) Initiate2) Co-create3) Operationalise4) NourishThe book unpacks the details in each steps, and brings in examples from industry professionals, as well as best practice advice.Building Customer Experience Capabilities for your organisation? Often leaders know the power of Customer Experience, but struggle at how to practically implement new processes and structures to improve Customer Experience in an efficient and cost-effective way. The CX CENTRIC(c) playbook offers a very practical method for building customer experience capabilities within an organisation. There are five key elements of the CX CENTRIC(c) playbook:1) Founding Beliefs - these are the core beliefs on which the CX CENTRIC(c) playbook was founded on.2) Inputs - This presents the importance of identifying data sources, and then creating a process which converts data into actional insights.3) Events - These are regular meetings that you need to schedule so that you can put your organisation in the best position to work in unity to deliver a profitable customer experience4) Roles - We present the key roles required, please note that these are mapped in line with the Customer Experience pillars established by the Customer Experience Professionals Association (CXPA)5) Outputs - These are the key documents required in order to be clear on the Customer Experience, and to manage your activities in a controlled manner.The decade of Customer Experience is here! Be ready!