This book is a reference for those keen to understand how to create successful customer engagement in an ever increasing virtual world and why it matters for companies who want to remain relevant. At the intersect of design thinking, digital transformation and disruptive business strategy, Wrigley and Straker focus on a deep understanding of customer’s emotions and motivations as key to establish the foundation for customer loyalty and sustaining innovation.

Lenaig Musson, Head of Customer Experience and Agile Delivery at Boral Australia