About the book: 2014 / This book does not just explore existing trends and theories - it opens the reader to a new path to business transformation. Combining customer experience with innovation leadership, Brian Solis explains in detail how to improve business performance and customer engagement, and achieve the desired relationships between a company and its customers. In his book, you'll find answers to why customer experience matters so much and what impact it can have on the future of business as a whole. Published in Russian for the first time.