Author Description

The world after COVID-19 is different, and we need to re-assess, how to make the best out of it! Millions of businesses around the globe have been closing, laying-off employees, or slashing salaries. The author wanted to support suffering managers and business owners to be able to turn the current challenges into an opportunity, by quickly transforming their businesses to be customer-centric, digital, and profitable. This book elaborates on the WHY and HOW, based on first-hand years of experience, as well as proven-track of successful results. The book answers basic typical questions, such as "what is a customer service?", "what is customer experience"?, "how to drive an effective digital transformation strategy?", but it also covers the advanced data analytics / Big Data, Robotics, and artificial intelligence (AI) as well as the UX / UI best practices, for efficient design and implementation. It also touches on the promotion of the digital channels and the latest customer engagement trends, to ensure business growth and sustainability. We can only improve what we can measure! Thus, tracking the related performance was described, in addition to the multiple challenges that could be faced during the implementation, and how those can be overcome. The book provides a very useful comprehensive overview of all key aspects, that you need to have as a checklist to plan and conduct the required transformation of your institution. It demonstrates as well the individual impact of each element on the revenue, cost, and profit. It is a perfect guide for customer experience manager, customer service manager, digital transformation leader, marketing and sales managers, but also for executives, business owners, or anyone looking for self-help to jump into those hot areas. We are aiming to be among the kindle best sellers in 2020, and the entire profit will be going to charity. Your support is much appreciated during this critical period.The author, Ziad El Batal, has an internatio