Sapna Popli is Professor of Marketing at IMT Ghaziabad, India, specialising in customer experience. Her research interests include customer experience management, service excellence, service orientation and service leadership.Bikramjit Rishi is Associate Professor of Marketing at IMT Ghaziabad, India. He is co-editor of Contemporary Issues in Social Media Marketing (2017) and editor of Islamic Perspectives on Marketing and Consumer Behavior (2015).

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• Chapter 1. The What, Why and How of Customer Experience; Sapna Popli and Bikramjit Rishi Chapter 2. Getting into the Customer’s Shoes – Customer Journey Management; Bikramjit Rishi and Sapna PopliChapter 3. Emotions –The Essence of Customer Experience; Irfan A. Rizv and Sapna Popli Chapter 4. Recipe for a Great Customer Experience – The three voices; Ashita Aggarwal Chapter 5. Technology and the Future of Customer Experience; Vandana Srivastava; Sanjeev Kishore and Deepika Dhingra Chapter 6. Customer Experience By Design or By Accident; Smitha Girija and Devika Rani Sharma Chapter 7. Breaking Corporate Silos – Making Customer Experience Work; Anindita Banerjee Chapter 8. The Business Case for Customer Experience; Meena Bhatia and Pankaj Priya Chapter 9. Customer Experience: A Business to Business Context; Dinesh Sharma and Sumanjit Dass Chapter 10. Customer Experience Management – The Road Ahead; Sapna Popli and Bikramjit Rishi

Sapna Popli is Professor of Marketing at IMT Ghaziabad, India, specialising in customer experience. Her research interests include customer experience management, service excellence, service orientation and service leadership.Bikramjit Rishi is Associate Professor of Marketing at IMT Ghaziabad, India. He is co-editor of Contemporary Issues in Social Media Marketing (2017) and editor of Islamic Perspectives on Marketing and Consumer Behavior (2015).

Select Guide Rating

• Chapter 1. The What, Why and How of Customer Experience; Sapna Popli and Bikramjit Rishi Chapter 2. Getting into the Customer’s Shoes – Customer Journey Management; Bikramjit Rishi and Sapna PopliChapter 3. Emotions –The Essence of Customer Experience; Irfan A. Rizv and Sapna Popli Chapter 4. Recipe for a Great Customer Experience – The three voices; Ashita Aggarwal Chapter 5. Technology and the Future of Customer Experience; Vandana Srivastava; Sanjeev Kishore and Deepika Dhingra Chapter 6. Customer Experience By Design or By Accident; Smitha Girija and Devika Rani Sharma Chapter 7. Breaking Corporate Silos – Making Customer Experience Work; Anindita Banerjee Chapter 8. The Business Case for Customer Experience; Meena Bhatia and Pankaj Priya Chapter 9. Customer Experience: A Business to Business Context; Dinesh Sharma and Sumanjit Dass Chapter 10. Customer Experience Management – The Road Ahead; Sapna Popli and Bikramjit Rishi

Sapna Popli is Professor of Marketing at IMT Ghaziabad, India, specialising in customer experience. Her research interests include customer experience management, service excellence, service orientation and service leadership.Bikramjit Rishi is Associate Professor of Marketing at IMT Ghaziabad, India. He is co-editor of Contemporary Issues in Social Media Marketing (2017) and editor of Islamic Perspectives on Marketing and Consumer Behavior (2015).

Select Guide Rating

• Chapter 1. The What, Why and How of Customer Experience; Sapna Popli and Bikramjit Rishi Chapter 2. Getting into the Customer’s Shoes – Customer Journey Management; Bikramjit Rishi and Sapna PopliChapter 3. Emotions –The Essence of Customer Experience; Irfan A. Rizv and Sapna Popli Chapter 4. Recipe for a Great Customer Experience – The three voices; Ashita Aggarwal Chapter 5. Technology and the Future of Customer Experience; Vandana Srivastava; Sanjeev Kishore and Deepika Dhingra Chapter 6. Customer Experience By Design or By Accident; Smitha Girija and Devika Rani Sharma Chapter 7. Breaking Corporate Silos – Making Customer Experience Work; Anindita Banerjee Chapter 8. The Business Case for Customer Experience; Meena Bhatia and Pankaj Priya Chapter 9. Customer Experience: A Business to Business Context; Dinesh Sharma and Sumanjit Dass Chapter 10. Customer Experience Management – The Road Ahead; Sapna Popli and Bikramjit Rishi