The Value Engine: The IVDCS Blueprint for Linking Customer Experience to Enterprise Value - Softcover

Inhaltsangabe

Stop measuring Sentiment. Start measuring Solvency.
For decades, the Customer Experience (CX) industry has fought a losing battle for the boardroom table. The weapon of choice? "Happiness." We bring Net Promoter Scores (NPS) to meetings where the CFO is speaking in EBITDA, Margins, and Cost of Capital.
We are bringing art to a math fight.
The Value Engine is the official textbook of The Institute of Applied CX Science. Written by Ahmad Samir, this book introduces the IVDCS Framework (Integrated Value-Driven Customer Strategy), a revolutionary blueprint that bridges the gap between "Soft Skills" and "Hard Financial Results."
You will learn how to:

• Identify Toxic Revenue: Use the LTV/CTS ratio to find the "loyal" customers who are silently draining your profits.
• Deploy the AXIOM CX™ Framework: Build an "Antifragile" operation that thrives on volatility rather than breaking under it.
• Build the Sentient Organization: Leverage AI and hyper-personalization to move from reactive service to proactive orchestration.

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