The latest releases and all you can learn from them – covering AI-driven personalisation, service design, employee experience, and loyalty strategies.
Customer experience (CX) has never been more critical. As businesses navigate evolving consumer expectations, AI-driven transformation, and competitive market dynamics, staying ahead requires fresh insights, innovative strategies, and a deep understanding of customer needs.
That’s where this list comes in. We’ve compiled 35 CX books published in 2024 (up to today)—covering everything from AI-powered personalisation and service design to employee experience and loyalty strategies. Whether you’re a CX leader, marketer, or business strategist, these books offer actionable ideas to elevate your approach.
And we’re not stopping here. As new CX books hit the shelves, we’ll be keeping an eye on the latest releases, ensuring you always have the best resources at your fingertips.
ALSO READ: Customers Prefer Humans Over AI For Book Recommendations
1. Artificial Intelligence in the Customer Experience
Author: Juan Carlos Fernández Fernández
Published in January 2025
Artificial Intelligence in the Customer Experience is a practical guide for entrepreneurs and business owners on leveraging AI to enhance customer relationships. Featuring a foreword by José Manuel Soria López, former Spanish Minister of Industry, Energy, and Tourism, this book explores how AI optimises processes, transforms brand-consumer interactions, and offers innovative solutions to modern market challenges.
2. Artificial Intelligence along the Customer Journey
Authors: Ada Maria Barone, Emanuela Stagno
Published in December 2024
Artificial Intelligence along the Customer Journey: A Customer Experience Perspective explores the impact of artificial intelligence on customer experience, guiding readers through key AI solutions like augmented reality, voice assistants, chatbots, and robots. With a focus on the entire customer journey—from pre-purchase to post-purchase, this book provides practical insights into how AI enhances decision-making and engagement at every stage.
3. Beyond Employee Engagement
Author: Kristina Vaneva
Published in August 2024
Beyond Employee Engagement: Building workplace cultures that drive legendary employee experiences and phenomenal customer experiences! is a transformative guide to building extraordinary workplaces through intentional culture design. With a foreword by Dave Ulrich, this book explores the full employee journey—from attraction to offboarding—and its impact on business success. It reveals how investing in employee experience fosters customer loyalty, profitability, and thriving communities.
4. Customer Experience
Author: Carlo Morhard
Published in December 2024
Customer Experience – AI Playbook is a strategic guide to harnessing AI while maintaining the human touch in customer interactions. This book explores how businesses can integrate AI effectively, enhance customer trust, and empower employees to deliver exceptional service. Covering end-to-end CX—from marketing to service delivery—it provides practical frameworks, actionable metrics, and insights to optimise customer journeys.
5. Customer Experience 5
Editors: Andrew Priestley, Naeem Arif
Published in January 2024
Customer Experience 5 (CX5) is the latest installment in the bestselling series, featuring insights from 18 global CX experts on the latest strategies, best practices, and innovations in customer experience. Edited by Naeem Arif and Andrew Priestley, this volume delivers practical guidance on Voice of the Customer (VoC), customer-centric culture, CX impact, and visibility—helping professionals enhance their CX programs.
6. Customer Experience and Satisfaction of Online Buyers
Authors: Aditya Rai, Harsha Parecha
Published in March 2024
Customer Experience and Satisfaction of Online Buyers explores the key factors that influence digital shopping experiences, from website usability and pricing transparency to shipping speed and customer service. It highlights how seamless interactions, secure transactions, and personalised recommendations enhance customer loyalty, while issues like technical glitches and poor support can harm brand reputation.
7. Customer Experience Decoded
Author: Vijay Tambwekar
Published in October 2024
Customer Experience Decoded: A guide to design, measure and improve customer experience introduces a powerful framework to help businesses deeply understand and enhance customer experience. Addressing real-world challenges—such as low engagement with new offerings, difficulty in securing renewals, and misalignment with decision-makers—the book presents a structured approach to identifying gaps, measuring experience trends, and implementing high-impact interventions.
8. Customer Experience in Fashion Retailing
Editor: Bethan Alexander
Published in June 2024
Customer Experience in Fashion Retailing: Merging Theory and Practice (Mastering Fashion Management) offers a comprehensive exploration of CX in the fashion industry, merging academic, creative agency, and retail perspectives. Tracing the evolution of customer experience from physical stores to omnichannel and future innovations, the book covers CX design, digitalisation, in-store technologies, and responsible retailing.
9. Customer Experience Wheel
Author: Toni Krasnic
Published in January 2024
Customer Experience Wheel: 1-Page Plan to Navigating Your CX Transformation Journey
simplifies CX transformation by condensing strategy into a one-page, 12-step roadmap across four key phases: Aspire, Aware, Act, and Advance. This practical guide helps businesses unify around customers, implement data-driven improvements, and drive long-term growth. Designed for CX leaders, entrepreneurs, and CCXP candidates, it provides a structured, actionable approach to embedding CX at the heart of business success.
10. Customer Relationship Management
Authors: Daniel D. Prior, Francis Buttle, Stan Maklan
Published in January 2024
Customer Relationship Management: Concepts, Applications and Technologies provides a definitive guide to CRM concepts, applications, and technologies, helping businesses build and maintain strong customer relationships. Covering strategic, operational, and analytical CRM, the book includes real-world case studies, exercises, and managerial insights. This updated edition expands on customer experience, engagement, and journey management, while also addressing emerging technologies.
11. Customer Service Essentials
Author: C. C. Okeke
Published in January 2025
Customer Service Essentials is a comprehensive course covering the latest trends in AI-powered support, multi-channel engagement, and personalised experiences. Learn to implement self-service solutions, prioritise customer success, and stay competitive in today’s evolving market. Elevate your strategy to deliver exceptional service and drive business growth.
12. CXOXO
Author: Mercer Smith
Published in January 2024
CXOXO: Building a Support Team Customers Will Love is a practical guide to crafting a customer experience strategy from the ground up. Whether you’re new to CX, leading a team, or a seasoned manager, this book offers insights, case studies, and actionable advice to build a customer-centric support team. Designed as a go-to resource, it’s meant to be read, referenced, and shared with future CX leaders.
13. CX Pro Beyond the Basics
Various Authors
Published in September 2024
CX-PRO – Beyond the Basics: Advanced Insights for Customer Experience Professionals expands on the fundamentals of Customer Experience Management, offering insights from 16 CX leaders on mastering CX as a business strategy. Covering executive alignment, frontline engagement, data-driven insights, AI, storytelling, and human-centred design, this book serves as a practical guide for CX professionals striving for excellence in a rapidly evolving business landscape.
14. Designing Customer Experiences with Soul
Authors: Simon Robinson, Maria Moraes Robinson
Published in September 2024
Designing Customer Experiences with Soul: How to Build Products, Services and Brands that People Genuinely Love is a strategic roadmap for aligning customer experience initiatives with organisational goals to drive long-term success. Through case studies and the Customer Centricity Strategy Framework, the book equips leaders with the tools to map customer journeys, measure and implement CX effectively, and build a customer-centric culture.
15. Digital Transformation for Customer Success
Authors: Suman Deep, Gurleen Kaur
Published in November 2024
Digital Transformation for Customer Success: The New Age Success Mantra explores how businesses can harness digital transformation to elevate customer experiences and drive growth. Covering CRM, data management, AI, and emerging technologies, this book provides a strategic roadmap for leaders to enhance customer engagement, streamline operations, and build resilience in a rapidly evolving digital landscape.
16. Do B2B Better
Author: Jim Tincher
Published in May 2024
Do B2B Better: Drive Growth Through Game-Changing Customer Experience is for B2B leaders looking to elevate their customer experience strategy. Highlighting the unique challenges of B2B CX, Tincher introduces the CX Loyalty Flywheel, a proven model for driving customer loyalty and business growth. Featuring insights from top companies like Dow, Hagerty, and UKG, this book provides practical strategies for building and sustaining a world-class CX program.
17. Exceptional Experience
Author: Michael G. Walker
Published in February 2024
The Exceptional Experience: Creating a Business Your Customers Will Love is a practical guide to mastering client services and building lasting customer relationships. Moving beyond conventional advice, this book explores the deep connection between client services, sales, and strategic appreciation. It offers actionable insights on setting expectations, managing relationships, leveraging technology, and measuring success.
18. Improving the Customer Experience
Author: Brian Schofield
Published in August 2024
Improving the Customer Experience: A Lean Perspective for Business explores how lean principles can revolutionise customer service by reducing waste, improving efficiency, and enhancing customer satisfaction. Blending lean methodology with real-world case studies, this book provides actionable strategies to create a customer-centric culture that delivers exceptional experiences.
19. Infailible
Author: Chris Hood
Published in January 2025
Infailible: The Artificial Intelligence Ideology Reshaping Consumer Behavior challenges the blind adoption of AI in business, urging leaders to balance innovation with human connection.It explores the hidden ideology behind AI and its impact on customer engagement, loyalty, and growth. Through real-world case studies and insights from AI pioneers, the book contrasts 13 AI disciplines with 13 forms of human intelligence, revealing how businesses can harness AI’s power without sacrificing empathy and authenticity.
20. Mastering the Art of Customer Experience
Author: Sherine Kan
Published in December 2024
Mastering the Art of Customer Experience: The Ultimate Guide to Winning Hearts, Boosting Sales and Building Customer Loyalty unveils a powerful 3-step framework to turn everyday interactions into lasting relationships and drive consistent business growth. This practical guide helps you uncover hidden customer pain points, optimise the customer journey, and transform feedback into innovation.
21. Masters Of Service
Author: Richard Harrison
Published in August 2024
Masters Of Service: Effective Strategies To Elevate The Customer Experience And Boost Satisfaction is a practical guide to transforming customer interactions into lasting relationships. This book equips business owners, service professionals, and corporate leaders with actionable insights to foster a customer-centric culture, personalise experiences, and enhance communication.
22. Next Generation Customer Experience
Authors: Jeofrey Bean, Vineetha Raveendran
Published in June 2024
Next Generation Customer Experience: How Companies Like ServiceNow, Netflix and Intuit are Creating Next-Generation CX Now explores how businesses can create engaging and profitable customer experiences tailored to Gen Z. The book delves into behavioral economics, next-gen CX leadership, and real-world examples from brands like Square, Intuit, and Pedego. With practical insights, research, and templates, it provides a roadmap for companies to innovate and lead in customer experience-first markets.
23. Personalized
Authors: David Carl Edelman and Mark Abraham
Published in November 2024
Personalized: Customer Strategy in the Age of AI is a playbook for delivering true personalisation at scale. It introduces the Five Promises of Personalisation—Empower Me, Know Me, Reach Me, Show Me, and Delight Me—guiding businesses to build trust, enhance engagement, and drive growth. With real-world examples, the book helps leaders integrate AI-driven personalisation into their strategy to capture the $2 trillion opportunity.
24. Priority is Prediction
Author: Greg Kihlström
Published in September 2024
Priority Is Prediction: Seven Principles to Guide Enterprises Toward Better Decisions and Greater Outcomes (Priority is Action) explores how organisations can leverage predictive analytics to drive innovation, customer success, and long-term growth. Through seven fundamental principles, the book guides leaders in building a data-driven, agile business strategy. With insights from Medallia’s Simonetta Turek, it highlights the crucial role of foresight in improving customer and employee experiences.
25. Talking to Customer Experience (CX)
Author: Rogério Figurelli
Published in December 2024
Talking to Customer Experience (CX): Designing Connections That Matter explores the evolving role of CX as a strategic business differentiator in the digital age. Part of the Talking to Business Strategies (T2BS) series, this book examines the synergy between CX and technology— covering AI, real-time analytics, omnichannel engagement, and personalisation at scale.
26. The 8 Laws Of Customer-Focused Leadership
Author: Blake Morgan
Published in July 2024
In The 8 Laws Of Customer-Focused Leadership: New Rules for Building A Business Around Today’s Customer, CX futurist Blake Morgan explores how businesses can make customer experience a core strategy amid rapid change and shifting consumer expectations. Backed by cutting-edge research and industry leader insights, this playbook introduces eight key principles that top companies follow to stay customer-centric and competitive.
27. The Art of Seducing Your Customers
Author: John Boccuzzi Jr.
Published in February 2024
The Art of Seducing Your Customers: How to Create Memorable Experiences That Build Brand Loyalty presents the S.E.D.U.C.E. framework for creating exceptional customer experiences that drive loyalty and profitability. Through engaging storytelling, real-life examples, and expert insights, the book teaches businesses how to eliminate friction, empower employees, and stay ahead of changing customer expectations.
28. The Customer Success Code
Author: Wendy Vasquez
Published in February 2025
The Customer Success Code: Essential Strategies for Outstanding Customer Service
is a practical guide to mastering exceptional customer service and building lasting customer relationships. Packed with essential principles, real-world insights, and actionable strategies, this book teaches you how to connect deeply with customers, handle challenges with confidence, and create loyalty through outstanding service.
29. Think Human
Author: Olivier Duha
Published in January 2024
In Think Human: The Customer Experience Revolution in the Digital Age, Olivier Duha explores the transformative shift from product-centric to customer-centric business models. Highlighting six golden rules for maximising customer satisfaction, he emphasises the crucial balance between human connection and technology. Drawing from his experience building Webhelp into a global leader, Duha provides a strategic guide for brands to leverage technology while empowering customer relations teams to drive growth and deliver exceptional experiences.
30. Today is the Perfect Day to Improve Customer Experiences!
Author: Lisa D Dance
Published in July 2024
Today is the Perfect Day to Improve Customer Experiences!: Understanding how customer experiences go wrong, so yours can go right! is a visually compelling collection of real-world stories highlighting the failures of technology-driven customer experiences. Covering industries like banking, healthcare, retail, and government, the book exposes hidden costs, frustrating glitches, and the growing burden of Unpaid Customer Labor.
31. The Most Boring Book About Marketing
Author: D B Solomon
Published in July 2024
The Most Boring Book About Marketing: Introducing The Ubiquichannel Framework for AI-Driven Customer Experience is a practical playbook for business leaders, experience designers, and technology strategists looking to harness AI and ubiquitous computing to create seamless, personalised customer experiences. This book introduces the ubiquichannel framework—a bold new approach to customer engagement—offering clear strategies, key technologies, and actionable insights to drive CX success in an AI-driven world.
32. Strategic Customer Service
Author: John Goodman
Published in December 2024
Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits is a data-driven guide to transforming customer service from a reactive function into a powerful driver of growth and loyalty. Drawing on 30+ years of research from companies like 3M, GE, and Chick-Fil-A, this book provides a roadmap for businesses to proactively engage customers, prevent issues, and maximise revenue.
33. WFM Go Beyond
Author: Juanita Coley
Published in December 2024
WFM: Go Beyond: A Guide to WFM by Design to Accelerate Your Customer Experience, Employee Experience, and Business Profitability explores Workforce Management (WFM) as both a foundational function and a strategic driver of CX, EX, and business success. Covering core WFM pillars like forecasting, scheduling, and real-time management, the book provides actionable strategies to align WFM with broader business goals.
34. Why Customers Choose The $150 Steak
Author: S.L. Chirinos
Published in January 2025
Why Customers Choose The $150 Steak: Proven Strategies to Close High-Ticket Sales and Enhance the Customer Experience reveals the secrets of commanding premium prices through exceptional customer experiences. This strategic guide teaches sales professionals, entrepreneurs, and service providers how to stand out, close high-value deals with confidence, and build lasting customer loyalty.
35. Your Dirty Hands
Author: G. A. Johnson
Published in February 2025
Your Dirty Hands: How Your Leadership’s Failure at Basic Customer Service Is Handing Jobs to AI and Killing Your Business is a bold, no-nonsense guide that exposes how poor leadership, weak training, and customer neglect are accelerating automation at the expense of human service. Through real-world case studies and a proven roadmap, this book helps business leaders identify hidden service failures, build high-performance teams, and create customer loyalty through exceptional service.
Microsoft Dynamics 365 represents a robust cloud-based CRM solution with features such as pipeline assessment, relationship analytics, and conversational intelligence. It utilises AI-powered insights to provide actionable intelligence via predictive analytics, lead scoring, sentiment analysis, etc. Currently, Microsoft operates in 190 countries and is made up of more than 220,000 employees worldwide.
HubSpot is an inbound marketing, sales, and customer service software provider, offering robust CRM and automation solutions. Some of its products include Marketing Hub, Sales Hub, Operations Hub, Content Hub, Commerce Hub, Marketing Analytics and Dashboard Software. Guided by its inbound methodology, HubSpot enables companies to prioritise innovation and customer success.
Monday.com is a project management software company, offering a cloud-based platform that enables businesses 
Headquartered in San Mateo, California, Freshworks is a global AI-powered business software provider. Its tech stack includes a scalable and comprehensive suite for IT, customer support, sales, and marketing teams, ensuring value for immediate business impact. Its product portfolio includes Customer Service Suite, Freshdesk, Freshchat, Freshcaller, Freshsuccess, and Freshservice. Freshservice for Business Teams has helped several global organisations to enhance their operational efficiency.
Talkdesk offers an innovative AI-powered customer-centric tech stack to its global partners. The company provides generative AI integrations, delivering industry-specific solutions to its customers. Talkdesk CX Cloud and Industry Experience Clouds utilise modern machine learning and language models to enhance contact centre efficiency and client satisfaction.
The company offers comprehensive cloud-based solutions, such as Microsoft Dynamics 365, Gaming Consoles, Microsoft Advertising, Copilot, among other things, to help organisations offer enhanced CX and ROI. Its generative-AI-powered speech and voice recognition solutions,such as Cortana and Azure Speech Services empowers developers to build intelligent applications.
IBM is a global hybrid cloud and AI-powered 
Uniphore is an enterprise-class, AI-native company that was incubated in 2008. Its enterprise-class multimodal AI and data platform unifies all elements of voice, video, text and data by leveraging Generative AI, Knowledge AI, Emotion AI and workflow automation. Some of its products include U-Self Serve, U-Assist, U-Capture, and U-Analyze. Its Q for Sale is a conversational intelligence software that guides revenue teams with AI-powered insights, offering clarity on how to effectively keep prospects engaged.
Google Cloud accelerates every organisation’s ability to digitally transform its business. Its enterprise-grade solutions leverage modern technology to solve the most criticial business problems 
8×8 offers out-of-the-box contact centre solutions, assisting all-size businesses to efficiently meet customer needs and preferences. It offers custom CRM integrations support and integrates effortlessly with third-party CRMs like Salesforce, Microsoft Dynamics, Zendesk, and more. Offering global support in all time zones & development teams in 5 continents, its patented geo-routing solution ensures consistent voice quality.
Sprinklr is a comprehensive enterprise software company for all customer-focused functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform lets organisations offer human experiences to every customer, every time, across any modern channel.
Upland offers a comprehensive suite of contact centre and customer service solutions with products including InGenius, Panviva, Rant & Rave, and RightAnswers. InGenius enables organisations to connect their existing phone system with CRM, further enhancing agent productivity. Panviva provides compliant and omnichannel capabilities for highly regulated industries. Whereas, Rant & Rave, and RightAnswers are its AI-powered solutions, 
Zoho Social, a part of Zoho’s suite of 50+ products, is a comprehensive social media management platform for businesses and agencies. The Zoho Social dashboard includes a robust set of features, such as Publishing Calendar, Bulk Scheduler, and Approval Management to offer businesses all the essential social media publishing tools. Its monitoring tools help enterprises track and respond to relevant social conversations.
Hootsuite, headquartered in Vancouver, is a social media management platform that streamlines the process of managing multiple social media accounts. Some of its core offerings include social media content planning and publishing, audience engagement tools, analytics and social advertising. Its easy-to-integrate capabilities help marketing teams to schedule and publish social media posts efficiently.
Brandwatch enables businesses to build and scale the optimal strategy for their clients with intuitive, use-case-focused tools that are easy and quick to master. Bringing together consumer intelligence and social media management, the company helps its users react to the trends that matter, collaborate on data-driven content, shield the brand from threats and manage all the social media channels at scale.
Zoho Corporation offers innovative and tailored software to help leaders grow their business. Zoho’s 55+ products aid sales and marketing, support and collaboration, finance, and recruitment requirements. Its customer analytics capabilities come with a conversational feature, Ask Zia. It enables users to ask questions and get insights in the form of reports and widgets in real-time.
Salesforce-owned Tableau is an AI-powered analytics and business intelligence platform, offering the breadth and depth of capabilities that serve the requirements of global enterprises in a seamless, integrated experience. Marketers can utilise generative AI models, AI-powered predictions, natural language querying, and recommendationsons.
Fullstory is a behavioural data platform, helping C-suite leaders make informed decisions by injecting digital behavioural data into its analytics stack. Its patented technology uncovers the power of quality behavioural data at scale, transforming every digital visit into actionable insights. Enterprises can increase funnel conversion and identify their highest-value customers effortlessly.
Contentsquare is a cloud-based digital experience analytics platform, helping brands track billions of digital interactions, and turn those digital 
Amplitude is a product analytics platform, enabling businesses to track visitors with the help of collaborative analytics. The platform leverages the capabilities of 
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirement for personalised customer experiences at scale. Its platform helps play an essential role in managing different digital content or assets to improve customer happiness. Its easy-to-optimise content gives users appropriate marketing streams, ensuring product awareness.
Started in 2005 in a Sweden-based small town, Norrköping, Voyado offers a customer experience cloud platform that includes a customer loyalty management system. This platform helps businesses design and implement customer loyalty programs, track customer 
TapMango provides a comprehensive, customisable, flexible and feature-rich customer loyalty program. The loyalty tools include an integrated suite of customised consumer-facing technology, easy-to-use merchant tools, and automation algorithms, all aimed at enhancing customer experience. Adaptable to any industry, TapMango’s platform helps merchants compete with larger chains, converting customer one-time purchases into profitable spending habits.
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirements for personalised customer experiences at scale. Its innovative platform has played an essential role in managing different digital content or assets, to improve customer happiness or satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
