Includes bibliographical references and index.

Customer experience : the new competitive battleground -- Customer e xperience in the new normal -- The four essentials of profitable custom er experience -- Case study: "Grocer moves shopping to the palms of cus tomers' hands" -- B2B customer experience: different animal, same spots -- Case study: "Focus on customer success yields substantial cost savi ngs at synopsys" -- Making it happen -- Throwing out the old playbook - - Mini profile: "Cardinal health transforms customer experience with a cross-company service system" -- The new customer experience recipe -- Mini profile: "Through engagement and interaction, the lego group plays well with customers" -- A fresh look at the top and bottom lines -- Te chnology : the core ingredient -- The underlying foundation for the cus tomer experience edge -- Case study : customers, not cars, now drive au to importer's strategy -- Adding disruptive technologies to advance the game -- Case study: "Cementing customer bonds" -- It as the catalyst o f ce transformation -- Sustaining the "wow" -- Ten on-ramps to the cust omer experience freeway -- Measures of success -- Emerging economies : exporting profitable customer experience -- Mini profile: "Customer exp erience at akbank surpassed only by turkish bank's growth" -- The futur e of customer experience -- Action items for the customer experience ed ge -- Afterword: customer experience edge in action at SAP.