In The Customer Experience Fiasco, experts from Andrew Reise
provide an engaging and instructive fable that unravels the
mystique and complexity of customer experience strategy. When CEO
Randall Phillips is caught off guard by a customer's YouTube-video
during a television interview, he swears to fix it - and fast. Dana
Chase, a rising star in the organization, is tapped to fix the
fiasco as quickly as possible. This enthralling fable follows
Dana's trials and tribulations as she tries to save the company and
her career. The path she eventually finds and follows is Andrew
Reise's proven methodology for developing a winning customer
experience strategy.
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