List of Figures and TablesOverviewAbout the AuthorForewordAcknowledgmentsChapter - 00: IntroductionChapter - 01: PART 1: The new 3 C’SChapter - 02: PART 2: The 7 design strategiesChapter - 03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strongChapter - 04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagementChapter - 05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and controlChapter - 06: DESIGN STRATEGY 4: Foster ownership through customer community and co-creationChapter - 07: DESIGN STRATEGY 5: Inspire rituals that create shared meaningChapter - 08: DESIGN STRATEGY 6: Empower customers through immersive experiencesChapter - 09: DESIGN STRATEGY 7: Link digital assets to leverage value over costChapter - 10: The 7 design strategies summaryChapter - 11: PART 3: The playbookChapter - 12: Start by solving the right problemsChapter - 13: Build your business caseChapter - 14: The design processChapter - 15: Execute to scaleChapter - 16: EpilogueChapter - 17: APPENDIX: CX/digital maturity assessmentChapter - 18: APPENDIX 1: The CX/digital design accelerator