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Larry Leung

Toronto, Canada

I am a customer experience strategist with focus on maximizing business growth through customer experience, business, and IT strategic projects.

Available For: Advising, Consulting, Influencing, Speaking
Travels From: Toronto
Speaking Topics: Customer Experience, Business Strategy, Revenue Generation

Larry Leung	Points
Academic	0
Author	60
Influencer	0
Speaker	0
Entrepreneur	0
Total	60

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Areas of Expertise

Business Strategy 32.04

Customer Experience 30.86

Management 32.57

Industry Experience

Consumer Products

Federal & Public Sector

Financial Services & Banking

High Tech & Electronics

Higher Education & Research

Hospitality

Media

Professional Services

Retail

Travel & Transportation

Publications

1 Book

The CXPA CX Book of Knowledge - First Edition
CXPA
October 01, 2020

Rooted and structured in the 2013 and 2020 psychometric job analysis studies of the CX leader role, CXPA's CX Book of Knowledge provides over 300 pages of clear, practical guidance on terms, processes, and theory essential to understanding customer experience. Organized into the five sections of the CXPA CX Framework (Customer Experience Strategy; Customer Understanding and Insights; Design, Implementation, and Innovation; Metrics, Measurement, and ROI; and Culture and Accountability) the book is written as a thorough, approachable primer that has the value of an academic textbook told through the informed voice of experienced CX professionals. To help provide deeper understanding, the book draws not only on seminal and contemporary CX works, but also on insights and theories from etymology, psychology, design, law, marketing, finance, innovation, change leadership, project management, and total quality management to name a few. This revised edition offers updated graphics and contributor information.

See publication

Tags: Business Strategy, Customer Experience, Management