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Catalogue complet

CX-PRO - Beyond the Basics

Advanced Insights for Customer Experience Professionals

Deliver lasting customer value through data-led, technology-enhanced engagement strategies.

Customer Engagement Strategy by Joern Schlimm is a strategic guide for senior decision-makers who want to move beyond short-term campaigns and design customer experiences that deliver measurable results. Grounded in global research and proven industry frameworks, it provides tools for transforming emerging technologies into sustainable, ROI-driven engagement strategies that strengthen brand equity and customer loyalty.

Written for decision-makers shaping enterprise growth, this book explores how to align digital innovation with governance, performance metrics and long-term business impact. Drawing on real-world examples from organizations such as Breitling, Europa-Park and ZEISS, it highlights how forward-thinking brands create competitive advantage through purposeful innovation.

You'll learn how to:
- Apply data-led frameworks to deliver consistent, high-value customer experiences 
- Integrate AI, Web3 and immersive environments into measurable engagement strategies 
- Use proven insights to govern innovation and mitigate technology adoption risks 
- Lead transformation that connects business performance with customer outcomes 

Combining strategic foresight with actionable insights, Customer Engagement Strategy helps senior leaders make informed, evidence-based decisions that drive growth, enhance governance and deliver meaningful customer relationships across every channel.

Themes include: digital transformation, customer experience strategy, data-driven marketing, ROI measurement, technology governance, innovation leadership

Using Emerging Technologies to Transform the Customer Journey

Customer Engagement Strategy

Contemporary Geographies of Leisure, Tourism and Mobility

This timely book critically explores how smart tourism technologies can create more inclusive, empowered communities, helping local residents benefit from and participate in the tourism economy while ensuring sustainability.To achieve this, it examines the role of digital platforms, smart infrastructure, and advanced technologies like AI, IoT, and big data in enhancing local engagement, sustainability, and economic growth through tourism. It further looks at how technology plays an increasingly critical role in shaping not only tourist experiences but also community participation in the tourism economy from current practices to future innovations. This is supported with case studies from around the world, showing challenges as well as how technology can drive both the tourism sector and the empowerment of local communities.This book is of great interest to upper-level students, researchers, and academic of tourism, development studies and sustainability, as well as professionals in the field of tourism management.

Tourism Technology, Sustainability, and Local Community Empowerment

Die Kundenzentrierung ist heute der entscheidende Erfolgsfaktor für Unternehmen. Denn neben Preisstrategie und Leistungsangebot ist sie das zentrale Differenzierungsmerkmal, um sich nachhaltig vom Wettbewerb abzuheben und Kunden in Erinnerung zu bleiben. Mit dem CX/CRM Growth Wheel haben die Leser ein Modell an der Hand, das sie dabei unterstützt, die Bedürfnisse und Erwartungen ihrer Zielgruppen systematisch zu identifizieren und wirksam zu erfüllen. Als Lerninstrument und Self-Assessment-Tool bietet es Verantwortlichen eine Orientierung für eine erfolgreiche CX- und CRM-Transformation durch anerkannte Studien und Fakten in jeder Entwicklungsstufe.
In acht Fachbereichen vermittelt das Modell fundiertes Grundlagen-wissen und erprobtes Praxis-Know-how - genau das, was es braucht, um erfolgreiche Veränderungsprozesse im Unternehmen anzustoßen und konsequent umzusetzen. Der hohe Praxisbezug wird durch vier aufeinander aufbauende Aktionsstufen sichergestellt:
¿ Einsteiger: Wissensaufbau für Entscheidungsfindung &amp; Identifikation von Aktionspotenzial im Unternehmen
¿ Impulsgeber: Bereitschaft für Veränderungsprozesse schaffen und diese als Piloten initialisieren
¿ Wegweiser: Umsatzrelevante Ergebnisse definieren, erzielen und gemeinschaftlich nachverfolgen
¿ Transformierer: Langfristige Effekte durch Erneuerung erzielen und ganzheitliche Veränderungen bewirken

Customer Experience (CX) und Customer Relationship Management (CRM) praktisch anwenden

It's Not too Late to Build Toward a Better Future!Rick Caruso has earned a reputation for being a problem solver--somebody who's not afraid of facing big challenges. From his appointment to Water Commissioner and later Police Commissioner in Los Angeles to his bold real estate ventures, Caruso made the decisions he felt were right, even in the face of staunch adversity. In Its Not Too Late, Caruso shares the lessons he learned from his experiences while offering us all a path forward to a better future. At a time when more importance is placed on choosing sides than actually getting things done (let alone done right), Caruso offers refreshing perspective and will teach you how to let go of false divisions, and instead to embrace the search for actual answers and solutions.Togetherness, brotherhood, sisterhood, faith in each other, respect for each other, the ideals preached in almost every faith on Earth are the way forward, no matter how difficult the climb in front of us may seem. And ultimately, the only way we will get back on that path is for each of us to step up, with integrity, in whatever small way we can: for our kids, for our communities, for our country, and for each other.

The Power of Finding Steadfast Solutions

It's Not Too Late

All systems fail. All societies crumble. All worlds end. Nebula Award, Ray Bradbury Prize and Arthur C. Clarke Award finalist and Hugo and Locus Award winner Ray Nayler returns with a gripping technological thriller. 'A fast-paced dystopian thriller' - SFX Magazine 'First-rate science fiction' - Cory Doctorow 'As much a novel of ideas as it is a techno-thriller . . . A more erudite and emotionally engaging Philip K Dick' - Irish Times In a familiar yet different Europe governed by AI, life is more efficient, objective, and peaceful. Yet all is not as it seems. Meanwhile, at Europe's eastern edge, the Federation endures under the rule of a President who has preserved his power by transferring his consciousness from body to body. As both worlds begin to crumble, Lilia, a Federation scientist, discovers a way to slip the nets of surveillance and alter the balance of power. On the run, she becomes the reluctant centre of a struggle between resistance and control. Yet the systems and people surrounding her may already be beyond redemption. Is there any way to put humanity's future back in its own hands?

Where the Axe is Buried

Innovative concepts, tools, and playbooks for discovering, defining, and taking charge of new market categories, by two of the leaders of the category design movement.The most exciting—and often most valuable—companies create, develop and win new categories of products or services. Examples range from the Zamboni company a century ago to OpenAI today. It also includes startups that you may not have heard of yet, but will as their categories take off.Category creation and development should be the goal of any company that wants to make a difference. And the way to achieve that is through the discipline of strategic category design.Kevin Maney helped introduce category design in the bestseller Play Bigger. Now, he and Mike Damphousse—an experienced CEO, investor, and marketing executive—share the secrets that they’ve learned over the past decade, plus new concepts and tools that help companies see and frame new categories. Their advisory firm has worked on strategic category design projects with more than fifty companies and guided workshops for hundreds more at incubators and VC portfolio gatherings.The Category Creation Formula reveals the processes they rely on and the truths about categories that they’ve uncovered, clearly laid out so any entrepreneur or leadership team can benefit from them, too.

Discover, Design, and Win New Market Categories

The Category Creation Formula

Research Series on Responsible Enterprise Ecosystems

This book studies the intersection of financial innovation, the environment, and enterprise, elucidating how these elements foster sustainable enterprises in developing and emerging economies. The contributions present a fresh, nuanced, and comprehensive examination of how innovative financing technologies and entrepreneurial innovations promote sustainable enterprises in these regions. Contributions from experts, academics, and practitioners across Africa, Asia, Eastern Europe, and South America offer diverse perspectives.


Given the pivotal role of enterprises in fostering economic growth and the significant influence of emerging and developing economies on global GDP, entrepreneurship, and business investment, it is critically imperative to explore this phenomenon for business sustainability and the attainment of sustainable development goals (SDGs) for a more sustainable future. Consequently, it is plausible to argue that deepening awareness of the intricate relationship between innovative financing technologies, the business environment, and entrepreneurial innovations to promote sustainable enterprises in developing and emerging economies would not only enhance understanding but also stimulate debate and provoke a reassessment of appropriate financing models and tools for supporting enterprise growth and sustainability in these regions.


While many finance and enterprise books tend to narrow their focus on developed economies, this book stands out for its wide-ranging and broad scope. It endeavors to explore issues from the perspectives of developing and emerging economies, offering readers a deeper and broader understanding of the challenges and opportunities at hand.

Modern FinTech Solutions to Ensure Inclusivity and Accessibility

Financial Innovation and Sustainable Enterprise in Developing and Emerging Economies

Mutual Aid is a radical handbook for anyone who grasps the severity of the global poly-crisis and wants a community-based means to fight back. Dean Spade — lawyer, academic, writer, and activist — highlights the bold and innovative ways ordinary people have developed to share resources and care for those in crisis. Mutual aid isn’t charity. It is a form of organizing integral to all influential and successful social movements. Spade offers practical tools and advice to help with the challenges of working in groups, forming a decision-making process, and preventing and addressing conflict.

Building Solidarity During This Crisis (and the Next)

Mutual Aid

Strategic lessons for monetary policy from the last two tumultuous decades based on insights from Sun Tzu, the Chinese philosopher and author of The Art of War. When central banks were forced to innovate and develop a multifaceted set of new weapons in response to the 2008 global financial crisis and 2020 COVID-19 pandemic, the result was a substantial expansion in their authority and reach. In The Art of Monetary Policy, Kristin Forbes draws lessons for monetary policy of the last two decades from the principles of Sun Tzu, the author of The Art of War, a Chinese philosopher and military strategist from the fifth century BC. Tzu proposed several key principles for success—tenets that apply to monetary policy and the battlefield today: (1) plan in advance for the next battle; (2) accept and adapt to the inevitability of powerful, external shocks outside your control; (3) establish a strong tactical position; (4) develop a variety of weapons that can be combined for different maneuvers and situations; (5) maintain flexibility so that you can quickly modify your strategy; and (6) consider the longer-term costs when evaluating the trade-offs of different approaches. These principles provide insights into what central banks did (and did not) do well over the last two decades, as well as how they should deploy interest rates, balance sheets, emergency support programs, forward guidance, and macroprudential tools in the future. While the optimal strategy in both war and monetary policy is more of an “art” than a science, adopting these principles can improve our ability to battle the next crisis and build more resilient economies during peaceful periods.

Lessons from Sun Tzu for Central Banks

The Art of Monetary Policy

Taking a refreshingly non-technical approach, this textbook gives students a concise overview of the marketing research process. This text equips students with the skills needed to interpret research and use their findings to effect meaningful change. Keeping digital data and internet research at its heart, it details the main stages of the research process, covering both quantitative and qualitative methods. A plethora of case studies and examples helps students grasp the practical applications of theory. This textbook is ideal for use on marketing research courses at undergraduate, postgraduate and MBA levels. New to the 5th edition: - Updated cases, examples and business environment terminology incorporating recent developments in the industry - New feature within each chapter setting out the potential role of artificial intelligence - Expanded material on experimental research and virtual test markets Accompanying free online resources designed to support teaching and learning can be found at www.bloomsburyonlineresources.com/marketing-research

Delivering Customer Insight

Marketing Research

ATOM: The Beginning

Discover the thrilling prequel to Tezuka's&nbsp;Astro Boy, where the future of robotics is forged in the fires of innovation and intense mecha battles. Experience a gripping journey into the origins of this series, based on the iconic anime streaming on Netflix, Amazon Prime Video, and Crunchyroll.

ATOM: The Beginning Vol.13

“Mind-expanding . . . The Score is so exuberant and readable that the depth and seriousness of its insights almost sneak up on you.” —Jennifer Szalai, The New York Times “Brilliant and wildly original . . . The Score is socially attentive, historically literate and imbued with sensual glee.” —Becca Rothfeld, The Washington Post “I give this excellent book five stars.” —Stuart Jeffries, Financial Times A philosophy of games to help us win back control over what we value The philosopher C. Thi Nguyen—one of the leading experts on the philosophy of games and the philosophy of data—takes us deep into the heart of games, and into the depths of bureaucracy, to see how scoring systems shape our desires. Games are the most important art form of our era. They embody the spirit of free play. They show us the subtle beauty of action everywhere in life in video games, sports, and boardgames—but also cooking, gardening, fly-fishing, and running. They remind us that it isn’t always about outcomes, but about how glorious it feels to be doing the thing. And the scoring systems help get us there, by giving us new goals to try on. Scoring systems are also at the center of our corporations and bureaucracies—in the form of metrics and rankings. They tell us exactly how to measure our success. They encourage us to outsource our values to an external authority. And they push on us to value simple, countable things. Metrics don’t capture what really matters; they only capture what’s easy to measure. The price of that clarity is our independence. The Score asks us is this the game you really want to be playing?

How to Stop Playing Somebody Else's Game

The Score

CX-PRO - Beyond the Basics

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