This book uses data to explain the relationship between customer experience (CX) and revenue in the digital age. The opening line, "Emotional service is outdated," is striking, and it's recommended for those involved in marketing, customer support, and call center operations. I haven't read it much, so it's in good condition. [Condition] * Used * Light scuffing on the cover * No writing inside * Sticky notes present (see photos) * No problem with reading the book.