“Next Generation Customer Experience” by Jeofrey Bean with Vineetha Raveendran offers an in-depth look at how customer experience goes beyond mere good service; it encompasses creating an authentic experience that integrates technology, personalization, data analytics, and real-time engagement. Bean focuses heavily on Generation Z (“Gen Z”) and the importance of empathy in customer service, illustrating how businesses can foster trust – a highly desired trait in our current and upcoming consumer needs.
He uses his extensive experience, thorough research, and a variety of case studies, interviews, and actionable insights to show how customer experience (“CX”) can slingshot a business’s success. In part, this is done by improving lifetime customer value and retention, word-of-mouth sales, and revenue as a whole – all while driving down marketing and sales expenses.
At its essence, “Next Generation Customer Experience” stresses the importance of moving beyond conventional customer service practices to create an omnichannel, personalized, digitally integrated approach to CX. Bean asserts that businesses must focus on delivering seamless experiences across all touchpoints—both physical and digital—to create customer loyalty. He elaborates on how the landscape of customer experience is shifting, propelled by technological advancements, artificial intelligence, and evolving consumer behaviors.
The book features numerous case studies from prominent companies, such as Netflix, Amazon, and Intuit, that have successfully adopted next-generation CX strategies. These real-world examples ground the theoretical concepts provided, giving readers a clear understanding of effective practices in action.
Bean’s writing is clear, concise, and accessible, even to those without CX knowledge. He provides definitions and visual aids to break down the nitty-gritty details and allow 360-degree understanding. For more veteran CX professionals, he begins his book with graphs to detail concepts within chapters, where they play into each other, and how you may read out of order and still successfully adopt skills from the book. He does not bog the book down with technical terminology, but rather, defines and explains it so as to better equip readers with the knowledge to take it from the book and put it into action.
Though Bean explains concepts from basic definitions through elaborate detailed means to implement, the book moves seamlessly from one concept to the next, allowing readers ample time to absorb information without dwelling too long on any single idea. The reader can take it at their own pace, absorb the topic at hand, then move onto the next chapter which builds logically upon the last. This structure allows for easy reading, taking a wealth of information and breaking it into manageable chapters.
I would recommend “Next Generation Customer Experience” by Jeofrey Bean for any business leader, marketer, customer service manager, or anyone involved in customer experience strategy, including small business owners and entrepreneurs, who want to learn about Gen Z expectations, refine their CX strategies, and leverage customer experience and digital solutions. This book is an engaging and enlightening read for anyone looking to enhance their understanding of customer experiences and strengthen customer relationships in our ever-evolving digital marketplace.
Next Generation Customer Experience
Jeofrey Bean with Vineetha Raveendran
Del Mar Research (2024)
ISBN: 979-8989438709
Reviewed by Chrissy Very for Reader Views (review published January 8, 2025)
5* – Achieving Customer Loyalty and Business Success