Digital-first customer experience : seven design strategies from the world's leading brands

Chapter 1: PART 1: The new 3 C'S Chapter 2: PART 2: The 7 design strategies Chapter 3: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strong Chapter 4: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagement Chapter 5: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and control Chapter 6: DESIGN STRATEGY 4: Foster ownership through customer community and co-creation Chapter 7: DESIGN STRATEGY 5: Inspire rituals that create shared meaning Chapter 8: DESIGN STRATEGY 6: Empower customers through immersive experiences Chapter 9: 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 book discusses challenges organizations face in a digital-first world. It explores the "3 Cs," seven design strategies, and provides a playbook for designing digital-first experiences. The book features case studies from leading brands like Lemonade, Spotify, and Amazon, and provides insights into empowering customers through immersive experiences.