Having spent a good part of my life in innovation it's becoming more and more clear that innovation is really about delivering layered in dynamic experiences across the entire customer journey. I started researching the concept around customer experienced engineering and I became enthralled with its ability to drive customer value, retention and loyalty. I know it may seem like the world doesn't need another customer service book but I created something here that really takes all the complex elements of customer experience engineering and brings it down to an actionable set of systems that drive customer loyalty and ultimately business growth.