Check out the books on customer experience penned by global leaders
Turning pages and transforming customer experience (CX) is a principle every C suite executive should probably abide by to become a pioneer in offering the best CX. With the fast-evolving customer-driven business ecosystem that we live in, it is imperative to seek knowledge and experience from those who have already faced dead ends, fallen into pits, but also got back to their feet and crossed the finish line for a trophy.
We have curated a list of books on customer experience (CX) written by global experts in the last two years.
Brand Ambassadors Unite
Author: Jojo Weltsch
Published in 2021
Brand Ambassadors Unite!: 19 Proven Secrets To Reinvent The Customer Experience is a creative reference manual that contains rules, advice, resources, and techniques for a brand ambassador to execute practical demonstrations and presentations. Weltsch, brand ambassador of Keto Krisp bar, discusses structured strategies to stimulate and accelerate sales and help achieve optimal levels of success.
Choice Hacking
Author: Jennifer L Clinehens
Published in 2020
Choice Hacking: How to use psychology and behavioural science to create an experience that sings talks about predicting irrational customer behaviours and applying the science of decision-making to create unforgettable CX. The book demonstrates a framework for designing experiences, creating retail experiences that drive brand love, and how brands such as Uber, Netflix, Disney, and Starbucks apply these principles in their CX.
Customer Experience 4
Author: 18 CX professionals
Published in 2022
Customer Experience 4 is the latest, fourth volume of the series packed with frontline experience, insight and value for professionals wanting to enhance their CX dramatically. Eighteen CX experts, including James Dodkins, Ruth Crowley, Gabriela Ciupitu, Carolene Méli, Bob Azman, and Gregorio Uglioni, share their best-thinking strategies and insights for achieving visibility. They also talk about design, implementation and innovation.
CX Trinity
Author: Alan J. Porter
Published in 2021
CX Trinity: Customers, Content, and Context: Musings and Observations on the Evolving Customer Experience is a collection of 52 essays that originally appeared in Porter’s blog posts, LinkedIn, and other sources. They reflect Alan’s years of experience writing, designing, and managing content for small and large organisations. The book discusses the content of where, when, and how the customer interacts with you.
Ignore Your Customers (and They’ll Go Away)
Author: Micah Solomon
Published in 2020
Ignore Your Customers (and They’ll Go Away): The Simple Playbook For Delivering The Ultimate Customer Service Experience talks about creating exceptional customer service to boost the brand reputation. Solomon delivers hands-on experience stories about assessing and improving customer service across industries. He also draws stories from well-known brands such as Amazon, Drybar and The Ritz-Carlton Hotel Company.
Improve Your Customer Experience
Author: Les Riley
Published in 2020
The book’s title page says it all — Improve Your Customer Experience: A Stress-Free Guide On How To Deal With Difficult Customers – The Essential Techniques of Persuasion To Turn Negative Clients Into Permanent Happy Buyers. Bringing customer service to the forefront, the book introduces effective techniques for transforming negative customer experiences into positive success stories.
I’ll Be Back
Author: Shep Hyken
Published in 2021
I’ll Be Back: How To Get Customers To Come Back Again & Again talks about designing and creating experiences that get customers to return and how to personalise CX. Building on the ‘I’ll Be Back’ culture, Hyken discusses why most loyalty programs fail and demonstrates the difference between repeat customers and loyal customers. The book includes must-have tools, tactics and strategies that can get customers to say, “I’ll be back!”
Innovator’s Playbook
Author: Nathan Baird
Published in 2020
Design thinking expert Baird shares his 20 years of experience in Innovator’s Playbook: How to Create Great Products, Services and Experiences that Your Customers Will Love. He discusses tools and methods in creating a customer-centric approach to innovation. The book also talks about design thinking methods with five practical and proven stages that includes understanding customers better through empathy.
Inside Your Customer’s imagination
Author: Chip R. Bell
Published in 2020
Companies are expected to offer the best products and services in today’s innovation-driven economy. The biggest challenge is that customers aren’t sure about what they want. In this book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions, Bell discusses co-creation partnerships enabling brands to tap into the treasure trove of ingenuity to awe customers.
Leading The Customer Experience
Author: Brad Cleveland
Published in 2021
Several companies struggle to effectively respond to fast-evolving customer expectations and fail to deliver innovative strategies. It results in a high churn rate and scarred reputation. Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results is a guide to shaping experiences that win loyalty and deliver excellent business results. Based on personal experiences, Cleveland discusses his stories with a bold, step by step approach.
Listen Up!
Author: Karen Mangia
Published in 2020
Listen Up!: How to Tune In to Customers and Turn Down the Noise discusses how to create a customer experience that’s built on listening and designed for engagement. The book talks about how brands should move from deep listening to data-based insights into customer behaviour. It also details statistics and stories behind companies, organisations, and even city governments that have created a customer-centric culture.
The Customer’s Eye
Author: E.M.P Kailiey
Published in 2021
The Customer’s Eye: How to Build Loyalty, Generate Word-Of-Mouth and Keep Customers Coming Back: the Anatomy of the Perfect Customer Experience talks about how to increase brand value and the dos and don’ts of a positive CX. Kailie discusses ways to craft an excellent strategy to make customers happy and keep them coming back even in the ever-changing and ever-evolving 21st-century business landscape.
The Customer Success Economy
Author: Allison Pickens, NIck Mehta
Published in 2020
The Customer Success Economy: Why Every Aspect Of Your Business Needs A Paradigm Shift offers examples and details about how companies can address the pains of transforming organisational charts, leadership roles, responsibilities, and strategies. The book helps brands deliver recurring revenue, show how to embrace customer retention, and demonstrates the importance of “churning” less.
The Experience Maker
Author: Dan Gingiss
Published in 2021
A Top Business Book of 2021 by Forbes, The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share, helps executives focus on customers who are already spending money on the brand; rather than spend money on marketing new customers. Gingiss talks about remarkable CX with the proprietary WISER method – Witty, Immersive, Shareable, Extraordinary, Responsive.
The Guaranteed Customer Experience
Author: Jeff Toister
Published in 2021
An experience guarantee is more than just a warranty. It includes the entire customer journey and promises an experience that does not fall short of expectations. The Guaranteed Customer Experience: How to Win Customers by Keeping Your Promise talks about how leading companies use experience guarantees to fuel customer-driven growth. Toister helps readers discover what truly motivates customers to buy from you.
The Journey Mapping Playbook
Author: Jerry Angrave
Published in 2020
The Journey Mapping Playbook: A Practical Guide to Preparing, Facilitating and Unlocking the Value of Customer Journey Mapping is an accessible how-to toolkit book aimed at CX for marketing professionals looking for ways to improve customer and employee experience. Angrave helps readers understand why journey mapping is commercially important and make every stage relevant and purposeful.
The Offer You Can’t Refuse
Author: Steven Van Belleghem
Published in 2021
The Offer You Can’t Refuse: What If Customers Ask For More Than An Excellent Service discusses technology, personal involvement and social commitment. With the arrival of 5G, advanced mobile services, and robotics, a customer revolution is on the horizon. The book throws light into how companies will have to take a more active part in the personal life journeys of customers and tackle social world problems together as well.
The Power of Customer Experience
Author: Martin Newman
Published in 2021
The customer-centric business has become a must-have business strategy. The Power of Customer Experience: How to Use Customer-centricity to Drive Sales And Profitability presents data that directly links customer-centricity with profit and shareholder value. Using examples from global companies such as Lego, Hilton, Uber, and Selfridges, Newman reveals successful strategies and analyses effective CX.
What Your Customer Wants and Can’t Tell You
Author: Melina Palmer
Published in 2021
Palmer, founder and CEO of The Brainy Business, goes beyond data science and indulges in behavioural economics in this book. What Your Customer Wants And Can’t Tell You: Unlocking Consumer Decisions with the Science of Behavioural Economics talks about using practical applications of behavioural economics to understand why people buy. It provides readers with information on how science can improve companies with innovative programs, products, and initiatives.
Winning Digital Customers
Author: Howard Tiersky
Published in 2020
Winning Digital Customers: The Antidote to Irrelevance is a Wall Street Journal bestseller. The book outlines a five-step system for a company to align their teams around CX to maximise their competitiveness in the market, identify the quick wins that will help them out of the gate, and drive digital transformation. Tiersky shares a proven approach of integrating design thinking and journey mapping to drive more predictable business results.
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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.
