CX MasterBytes: A Leader’s Handbook
Sheena Joseph
Aug 2024 · Notion Press
Ebook
168
Pages
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About this ebook
How do you build the foundations of Customer Experience in your organization?
How do you craft genuine, authentic customer experiences with today's people, processes, and technology?
Discover "CX MasterBytes" by Sheena Joseph, a seasoned leader in India’s corporate arena. Drawing from her extensive experience with leading business houses, Sheena shares invaluable stories, strategies, and insights to master CX foundations and navigate challenges with clarity and empathy. This guide explores the latest practices in People, Process, and Technology, offering many bytes of wisdom to build a robust CX framework. It provides authentic engagement principles and sharp solutions, debunking myths while offering humorous anecdotes from the frontlines of experience management across diverse sectors. Dive into this essential handbook for executives and leaders seeking to elevate their CX journey and drive meaningful impact in Products, Industries, Business, and Customer segments for your work.
How do you craft genuine, authentic customer experiences with today's people, processes, and technology?
Discover "CX MasterBytes" by Sheena Joseph, a seasoned leader in India’s corporate arena. Drawing from her extensive experience with leading business houses, Sheena shares invaluable stories, strategies, and insights to master CX foundations and navigate challenges with clarity and empathy. This guide explores the latest practices in People, Process, and Technology, offering many bytes of wisdom to build a robust CX framework. It provides authentic engagement principles and sharp solutions, debunking myths while offering humorous anecdotes from the frontlines of experience management across diverse sectors. Dive into this essential handbook for executives and leaders seeking to elevate their CX journey and drive meaningful impact in Products, Industries, Business, and Customer segments for your work.
About the author
Sheena Joseph is a distinguished business operations and CX leader in the telecommunications industry, renowned for her role in managing large, diverse teams for Telecom Operations in India and globally. With over 25 years of experience, she has overseen more than 100 product portfolios across various customer segments, driving strategic initiatives to enhance customer experience and drive revenue growth. Sheena has held pivotal leadership roles at esteemed organizations including Reliance, Tata, and Birla Group companies, where she has consistently delivered industry benchmarks, and successfully launched and managed product lifecycles. Her expertise spans Enterprise B2B and B2C product lines such as Mobility, IoT, Data & Voice, Cloud, and Managed Services, among others. Known for her customer-centric approach and strategic acumen, Sheena is recognized as a trusted leader shaping the telecom sector's strategic direction and growth initiatives. Beyond her professional achievements, Sheena is a passionate follower and commentator of global technology trends and innovations that shape the future of businesses and society. She actively shares insights on inclusivity and leadership across various platforms, reflecting her commitment to broader societal issues.
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