** Chapter - 00: Introduction; ** Chapter - 01: PART 1: The new 3 C'S ** Chapter - 02: PART 2: The 7 design strategies ** Chapter - 03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strong ** Chapter - 04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagement ** Chapter - 05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and control ** Chapter - 06: DESIGN STRATEGY 4: Foster ownership through customer community and co-creation ** Chapter - 07: DESIGN STRATEGY 5: Inspire rituals that create shared meaning ** Chapter - 08: DESIGN STRATEGY 6: Empower customers through immersive experiences ** Chapter - 09: DESIGN STRATEGY 7: Link digital assets to leverage value over cost ** Chapter - 10: The 7 design strategies summary ** Chapter - 11: PART 3: The playbook ** Chapter - 12: Start by solving the right problems ** Chapter - 13: Build your business case ** Chapter - 14: The design process ** Chapter - 15: Execute to scale ** Chapter - 16: Epilogue ** Chapter - 17: APPENDIX: CX/digital maturity assessment ** Chapter - 18: APPENDIX 1: The CX/digital design accelerator.
The Digital-First Customer Experience : Seven Design Strategies from the World's Leading Brands