Discover how the world's best brands create outstanding customer experience, engaged teams and market-beating growth with this practical guide, providing a model that will help any organization deliver effective and seamless customer engagement. Customer experience (CX) has been a phrase in business lexicon for over 30 years. Seen by many as the last battleground, where winners will gain competitive advantage and increased market share, there is not a company in the world that is not in some way focused on the quality of the experience they deliver. However, for many businesses, CX is neither a strategic discipline, consistently applied, nor is it a well-trodden path. It's not easy to deliver exceptional customer experience, again and again, and it becomes difficult to have a CX strategy that provides tangible and measurable results. Customer Experience Excellence provides a route map to CX success. Drawing on a vast body of research collated and curated by the global consulting group KPMG, this book shows how the world's most elite organizations have made excellence a habit, by creating authentic, human connections at scale. Whether dealing with external consumers or internal colleagues, learn how to become an enlightened and agile business and 'think customer' at every single touch point.

Discover how the world's best brands create outstanding customer experience, engaged teams and market-beating growth with this practical guide, providing a model that will help any organization deliver effective and seamless customer engagement. Customer experience (CX) has been a phrase in business lexicon for over 30 years. Seen by many as the last battleground, where winners will gain competitive advantage and increased market share, there is not a company in the world that is not in some way focused on the quality of the experience they deliver. However, for many businesses, CX is neither a strategic discipline, consistently applied, nor is it a well-trodden path. It's not easy to deliver exceptional customer experience, again and again, and it becomes difficult to have a CX strategy that provides tangible and measurable results. Customer Experience Excellence provides a route map to CX success. Drawing on a vast body of research collated and curated by the global consulting group KPMG, this book shows how the world's most elite organizations have made excellence a habit, by creating authentic, human connections at scale. Whether dealing with external consumers or internal colleagues, learn how to become an enlightened and agile business and 'think customer' at every single touch point.

Established over a century ago, Fauna & Flora International (FFI) was the world's first international conservation organisation. The pioneering work of its founders in Africa led to the creation of numerous protected areas, including Kruger and Serengeti National Parks. For the first time, the story of FFI's history is told in its entirety. Throughout its history, FFI has repeatedly broken new ground. It is renowned for its innovative, landmark programmes, many of which have come to be regarded as classic examples of conservation practice: the eleventh-hour rescue of the Arabian oryx in 1962; the multifaceted Mountain Gorilla Project launched in 1978; Tunnels for Toads in 1987, one of countless campaigns on behalf of the UK's neglected amphibians, reptiles and bats; a 1994 botanical initiative in Turkey that anticipated the Important Plant Area concept; and, in 2000, the first programme to put biodiversity firmly on the agenda of blue-chip companies. It has been instrumental in creating much of today's global conservation infrastructure, including such well-known institutions as IUCN - The World Conservation Union, the Worldwide Fund for Nature, CITES (the Convention on International Trade in Endangered Species of Wild Fauna and Flora) and TRAFFIC, the wildlife trade monitoring network. To this day, FFI continues to blaze a trail for others to follow, and this beautifully illustrated volume showcases its illustrious history. With a Foreword by Sir David Attenborough, FFI's Vice-President, the book is filled with stunning photography throughout, making it the perfect gift for nature and wildlife enthusiasts.