Definitely CX

Definitely CX is the definitive reference and how-to guide for customer experience (CX) strategy, tactics and best practice written as a rapid reference for experienced CXers... and a comprehensive guide customer experience design and strategy for newbies to CX.

Keith Gait has a wealth of executive-level customer centric operations and design experience and has spent his entire career in customer service, working his way up through the industry, and has held senior roles at NHS Direct, Sainsbury’s, Condor Ferries, South East Ambulance Service, and latterly at Stagecoach, where he drove improvements and industry leading innovations to the customer service offering and enhanced the customer experience through service delivery, commercial, technology and communication strategies, with an award winning Voice of Customer programme.

Having started as an agent, Keith is passionate about organisations that recognise and value their people as well as their customers. He also ran his own customer services consultancy for over eight years, Orchid Consulting, before taking up the role of Chief Operating Officer at NHS Direct in 2011, and is well versed in managing large teams in mass public facing organisations and directing customer services strategies.

Keith has an MBA from Henley and in September 2019 became CCXP accredited. Keith was named a finalist in the CX Leader of the Year in 2020 and in the Top 50 CX Stars in 2021.

Keith took over the leadership of the CX Foundation in April 2021, curating and providing a range of content, resources, and thought leadership across Contact Centres, CX, & EX, an innovative programme of Events and Roundtables, and Advisory work to clients, including contact strategy, operational performance and Voice of Customer design and implementation for leading organisations.

A brilliant technical book.

Topics include: customer experience (CX); CX; customer service; Board CX; Board buy-in; CX Investment; customer journey mapping; customer loyalty; customer feedback; closed loop feedback; net promoter score (NPS); NPS; customer satisfaction (CSAT); customer retention; customer effort scores; customer analytics; social media reviews; review sites; qualitative research; quantitative research; behavioural science; sentiment analytics; ideation; customer centric culture; CX strategy; CX maturity;