Synopsis
CX Masterbytes by Sheena Joseph is a comprehensive and insightful guide that explores the importance of customer experience (CX) in today’s competitive business world. Drawing from her extensive experience in customer experience management, Joseph offers a detailed roadmap for organizations aiming to enhance their customer interactions and foster lasting relationships. The book covers key elements of CX, including understanding customer expectations, designing seamless touchpoints, and using data-driven insights to personalize the customer journey.
Joseph takes a practical approach, offering actionable strategies and real-world case studies to demonstrate how businesses can implement CX best practices. She emphasizes the need for a customer-centric mindset, urging companies to move beyond traditional marketing and sales tactics to focus on creating genuine value for their clients. The book also highlights the growing role of technology, from AI and chatbots to customer feedback tools, in shaping the future of CX.
Author Bio
Sheena is a seasoned leader in the telecommunications industry, having led large diverse teams for Customer Service India and globally. With a multi-faceted portfolio covering all areas of operations, she has overseen over 100 product portfolios across various customer segments, driving strategic initiatives to enhance customer experience and revenue growth.
With 25 years of extensive experience, Sheena has honed her expertise in customer management and B2B operations across various esteemed organizations, including Reliance, Tata, and Birla Group companies – the biggest business houses in India. Her rich background encompasses leadership roles in service operations, strategy formulation, and project management, where she has consistently delivered industry benchmarks and steered successful product launches and lifecycle operations.
Outside work & family, she is a keen follower/commentator of global technology trends and Innovations that are shaping the future of business & society. She also shares learnings on gender inclusivity and leadership on various platforms.
