by Santiago Muñoz Chápuli, María José Peraza, David Rodríguez, VV.AA. · Grupo Editorial Círculo Rojo SL · tapa blanda · ISBN 9788413381688
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«La fábrica de la experiencia» is the business manual by Santiago Muñoz-Chápuli, María José Peraza, David Rodríguez and VV.AA., in paperback.
The book starts from the idea that customer experience is manufactured like a product and devotes its 100 reflections to team management, quality measurement and service planning. It presents contact centers as service factories and proposes areas for improvement and innovation to achieve memorable transactions.
First edition published on September 12, 2019 by Grupo Editorial Círculo Rojo SL. Collective work: contributors include Álex Esclamado, Antonio Negrón Roldán, José Enrique Borrego and Susana Santiago.
Aimed at contact center managers and customer experience professionals interested in improving service quality and innovation.
David Roland Rodriguez was an American folk music singer-songwriter, performer and poet.
