Before They Ask (Paperback)
Idioma: inglés
Editorial: Customer Worthy Publishing, 2026
- Tapa blanda
- Nuevo
Librería: Grand Eagle Retail, Bensenville, IL, Estados Unidos de AmericaGrand Eagle Retail
Vendedor de AbeBooks desde 12 de octubre de 2005
Condición: Nuevo
EUR 37,03
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Paperback. Your customer exists, right now, at the intersection of dozens of active sensor streams. Their wearable records heart rate and movement. Their vehicle logs driving patterns. AI agents are negotiating, filtering, and deciding on their behalf - often before any human is aware a decision is being made. This is the Customer Sensor Economy. And it changes everything.Before They Ask: The Playbook for the Customer Sensor Economy is the strategic guide for executives, experience engineers, and transformation leaders navigating the next phase of customer intelligence. Built on Michael R. Hoffman's acclaimed CxC Matrix(R) framework - which has guided Fortune 500 companies, financial institutions, and government agencies - this book delivers the principles, architectures, and applied tools to build anticipatory customer systems at quantum scale.Across 16 chapters and four parts, Hoffman maps the full trajectory of customer experience transformation: from the Customer Sensor Mesh and atomic micro-interactions to digital twins, wearable intelligence, and fully autonomous self-optimizing networks. The CxC Matrix 3.0 - expanded to include Perception, Cognition, Actuation, and Emotion layers - gives leaders an 810-point accountability framework for managing customer performance in an AI-driven world.Whether you are a Chief Experience Officer rethinking enterprise strategy, an innovation leader designing next-generation solutions, an operations leader building intelligent workflows, or a technology leader architecting the infrastructure - Before They Ask provides the language, the frameworks, and the roadmap you need.Topics include: Customer Sensor Mesh architecture, the Femtosecond Economy, AI-driven experience automation, Contact-Level P&L methodology, the VMAO cycle (Visualize, Monitor, Act, Optimize), department-by-department transformation, customer privacy in the algorithmic age, and the 2031-2038 Customer Technology Timeline.The original Customer Worthy earned 500,000+ downloads and recognition from the Journal of Marketing. This volume is the operating manual for what comes next.Be Customer Worthy before they ever have to ask. Win customers before they ask. This CxC Matrix(R)-powered playbook equips experience leaders and technologists with the frameworks, tools, and architecture to build autonomous, self-optimizing customer systems in the age of AI. This item is printed on demand. Shipping may be from multiple locations in the US or from the UK, depending on stock availability.…
N° de ref. del artículo 9798995222651
- Título
- Before They Ask (Paperback)
- Autor
- Michael R. Hoffman
- Editorial
- Customer Worthy Publishing
- Año de publicación
- 2026
- Estado
- new
- Encuadernación
- Paperback
- Idioma
- inglés
- ISBN 13
- 9798995222651
- The Customer Sensor Mesh: Your customers are already surrounded by 30–48 connected devices generating continuous signal streams. The organizations that survive the next decade will be the ones who synthesize those signals into anticipatory value — not just collect data, but act on it at machine speed.
- The CxC Matrix 3.0: The proven 15-stage × 6-channel framework — expanded with four cognitive processing layers (Perception, Cognition, Actuation, Emotion) — becomes the operating system for autonomous CX management across 810+ performance accountability points per customer, per session, per channel.
- The Femtosecond Economy: Customer attention is now priced, traded, and optimized in millisecond increments. Learn how to engineer micro-interactions that create outsized loyalty before customers know they're engaged.
- Four Domains of Customer Reality: Physical. Digital. Hybrid. Synthetic. Your customer exists simultaneously across all four. This book maps every dimension — and shows you how to win in each.
- AI Agents as Customers: By 2031, the majority of purchases in key categories will be initiated not by humans — but by AI agents executing decision protocols. Designing experiences for algorithmic customers is now a primary competitive discipline.
- The 2031–2040 Roadmap: From wearable intelligence to self-programming customer networks — a rigorously reasoned timeline for the transformation leaders must begin engineering today.
Packed with the CxC Matrix 2.0 templates and worksheets, an AI Prompt Library for Customer Experience Engineers, measurement frameworks and KPIs, and a complete glossary of Customer Sensor terminology, this is not a book of concepts — it is an operational blueprint. Who needs this book: Chief Experience Officers and CX leaders designing 2030 strategy. Technology and AI executives building the next-generation infrastructure. Marketing, operations, and service leaders ready to transform their customer systems. Consultants and advisors who need the framework language that is becoming the standard for the field.
"Seventeen systems. Zero friction. $212 saved. One confirmation tap. That is what it means to think like a customer in 2031."
The companies who read this book and act will be building the sensor-aware, AI-orchestrated customer systems that dominate the next decade. The companies that don't will be explaining to their boards why customers defected to enterprises that served them before they even asked. The Customer Sensor Economy is not coming. It is here. Before They Ask shows you how to lead it.
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Grand Eagle Retail
Bensenville, IL, Estados Unidos de America
Vendedor de AbeBooks desde 12 de octubre de 2005
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