Connected signature experience : A strategic framework for customer and employee engagement at the intersection of people, technology, and data

The book presents the Connected Signature Experience Framework, an actionable model that uses the metaphor of an iceberg to reveal both the visible and invisible dimensions of customer experience. Above the surface lie the Signature interactions that simplify, delight, inspire, and co-create. Beneath it are the aligned foundations of purpose, people, technology, data, and content that enable them. The result is a clear roadmap for moving beyond organizational silos, starting from the employee experience, the true foundation of every authentic and lasting customer relationship.