CX knowledge Repository
If you’re a CX professional, you’ve come to the right place. Our all-in-one resource hub is packed with everything you need to elevate your CX game.
Must Read CX Books
Discover the essential books that every Customer Experience (CX) professional should have on their shelf. These selections cover everything from foundational CX principles to advanced strategies for creating unforgettable customer journeys, driving loyalty, and delivering exceptional brand experiences.
The Ten Principles Behind Great Customer Experiences
Author: Matt Watkinson This book outlines ten core principles that drive exceptional customer experiences, offering actionable insights and strategies to help you consistently exceed customer expectations and build lasting loyalty.
The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists
Author: Shep Hyken This book reveals how to transform satisfied customers into passionate advocates for your brand, providing practical tips and strategies to deliver exceptional customer experiences that inspire loyalty and drive word-of-mouth marketing.
The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Authors: Rick DeLisi, Nick Toman, Rick DeLisi This book challenges the notion that exceeding customer expectations is the key to loyalty, instead demonstrating how reducing customer effort is the most effective way to build lasting loyalty and create effortless, frictionless experiences.
The Experience Economy, With a New Preface by the Authors: Competing for Customer Time, Attention, and Money
Authors: B. Joseph Pine II, James H. Gilmore This book explains how businesses can thrive by staging memorable experiences that captivate customers time, attention, and money, offering strategies to differentiate your brand in the evolving experience economy.
The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business
Author: Blake Morgan This book outlines ten essential principles for adapting to the evolving expectations of tomorrow's customers, providing strategies to innovate, stay competitive, and win in the future business landscape.
Would You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers
Author: Jeanne Bliss This book offers a fresh perspective on customer service, encouraging businesses to adopt the "Make Mom Proud" standard by treating customers with the care, respect, and empathy they would show their own mothers, leading to more loyal and satisfied customers.
More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experience
Author: Blake Morgan This book reveals how top companies go above and beyond to deliver extraordinary customer experiences, providing insights and strategies to help your business exceed expectations and stand out in a crowded market.
What Your Customer Wants and Can’t Tell You: Unlocking Consumer Decisions with the Science of Behavioral Economics
Author: Melina Palmer This book delves into the science of behavioral economics to reveal the hidden factors driving consumer decisions, offering practical strategies to influence customer behavior and meet their unspoken needs effectively.
Likeable Social Media, Third Edition: How To Delight Your Customers, Create an Irresistible Brand, & Be Generally Amazing On All Social Networks That Matter
Authors: Dave Kerpen, Michelle Greenbaum, Rob Berk This book provides actionable advice on how to build a compelling brand presence across social media platforms, offering strategies to engage and delight your audience while creating memorable, likeable content that drives success.
What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
Author: Nicholas J. Webb This book explores how to identify and meet customer desires by creating personalized, memorable experiences at every touchpoint, helping you build strong connections and lasting loyalty.
Winning Her Business: How to Transform the Customer Experience for the World's Most Powerful Consumers
Author: Bridget Brennan This book offers strategies to tailor and transform the customer experience to meet the unique preferences of female consumers, empowering businesses to effectively engage and win over this influential market segment.
The Power of Moments: Why Certain Experiences Have Extraordinary Impact
Authors: Chip Heath, Dan Heath This book explores the transformative power of defining moments, revealing how to create and leverage these impactful experiences to inspire, motivate, and leave a lasting impression on customers and teams.
Designing Experiences
Authors: J Robert Rossman, Mathew D. Duerden, B. Joseph Pine II This book offers a deep dive into the art and science of experience design, providing frameworks and insights to help you create memorable, impactful experiences that resonate with customers and drive meaningful engagement.
Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams
Author: James Kalbach This book provides a comprehensive guide to mapping customer experiences using journeys, blueprints, and diagrams, equipping you with the tools to visualize and optimize the value you deliver across every touchpoint.
The Ten Principles Behind Great Customer Experiences
Author: Matt Watkinson This book outlines ten core principles that drive exceptional customer experiences, offering actionable insights and strategies to help you consistently exceed customer expectations and build lasting loyalty.
The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists
Author: Shep Hyken This book reveals how to transform satisfied customers into passionate advocates for your brand, providing practical tips and strategies to deliver exceptional customer experiences that inspire loyalty and drive word-of-mouth marketing.
The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Authors: Rick DeLisi, Nick Toman, Rick DeLisi This book challenges the notion that exceeding customer expectations is the key to loyalty, instead demonstrating how reducing customer effort is the most effective way to build lasting loyalty and create effortless, frictionless experiences.
The Experience Economy, With a New Preface by the Authors: Competing for Customer Time, Attention, and Money
Authors: B. Joseph Pine II, James H. Gilmore This book explains how businesses can thrive by staging memorable experiences that captivate customers time, attention, and money, offering strategies to differentiate your brand in the evolving experience economy.
The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business
Author: Blake Morgan This book outlines ten essential principles for adapting to the evolving expectations of tomorrow's customers, providing strategies to innovate, stay competitive, and win in the future business landscape.
Would You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers
Author: Jeanne Bliss This book offers a fresh perspective on customer service, encouraging businesses to adopt the "Make Mom Proud" standard by treating customers with the care, respect, and empathy they would show their own mothers, leading to more loyal and satisfied customers.
More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experience
Author: Blake Morgan This book reveals how top companies go above and beyond to deliver extraordinary customer experiences, providing insights and strategies to help your business exceed expectations and stand out in a crowded market.
What Your Customer Wants and Can’t Tell You: Unlocking Consumer Decisions with the Science of Behavioral Economics
Author: Melina Palmer This book delves into the science of behavioral economics to reveal the hidden factors driving consumer decisions, offering practical strategies to influence customer behavior and meet their unspoken needs effectively.
Likeable Social Media, Third Edition: How To Delight Your Customers, Create an Irresistible Brand, & Be Generally Amazing On All Social Networks That Matter
Authors: Dave Kerpen, Michelle Greenbaum, Rob Berk This book provides actionable advice on how to build a compelling brand presence across social media platforms, offering strategies to engage and delight your audience while creating memorable, likeable content that drives success.
What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
Author: Nicholas J. Webb This book explores how to identify and meet customer desires by creating personalized, memorable experiences at every touchpoint, helping you build strong connections and lasting loyalty.
Winning Her Business: How to Transform the Customer Experience for the World's Most Powerful Consumers
Author: Bridget Brennan This book offers strategies to tailor and transform the customer experience to meet the unique preferences of female consumers, empowering businesses to effectively engage and win over this influential market segment.
The Power of Moments: Why Certain Experiences Have Extraordinary Impact
Authors: Chip Heath, Dan Heath This book explores the transformative power of defining moments, revealing how to create and leverage these impactful experiences to inspire, motivate, and leave a lasting impression on customers and teams.
Designing Experiences
Authors: J Robert Rossman, Mathew D. Duerden, B. Joseph Pine II This book offers a deep dive into the art and science of experience design, providing frameworks and insights to help you create memorable, impactful experiences that resonate with customers and drive meaningful engagement.
Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams
Author: James Kalbach This book provides a comprehensive guide to mapping customer experiences using journeys, blueprints, and diagrams, equipping you with the tools to visualize and optimize the value you deliver across every touchpoint.
Top Customer Experience Podcasts
Tune into the best Customer Experience (CX) podcasts that offer expert insights, success stories, and innovative strategies. These shows feature industry leaders and professionals sharing actionable advice on improving customer satisfaction, loyalty, and brand experience across various industries. Perfect for staying ahead in the ever-evolving world of CX!
HOST: Shep Hyken
Amazing Business Radio
Host: Jeanne Bliss
CX Pulse Podcast
Host: Steve Walker
The Chief Customer Officer Human Duct Tape Show
Host: Bill Staikos
The CX Leader Podcast
Be Customer Led
HOST: Bill Staikos
The Account Experience Podcast
Organizer: CustomerGuage
Crack the Customer Code
Hosts: Jeannie Walters and Adam Toporek
The CX Podcast R&R
Hosts: Rhian Huxtable & Richard Knight
The Customer Experience Show
Organizer: IBM
The Customer Experience Podcast
Organizer: BombBomb
Customer Experience Leaders Chat
Organizer: Nicereply
Customer Experience Superheroes
Host: Christopher Brooks
Reinventing Customer Experience
Organizer:ZS
Navigating the Customer Experience
Host: Yanique Grant
Experience This!
Host: Joey Coleman and Dan Gingiss
Voices of CX
Organizer: Worthix
The Modern Customer Podcast
Host: Blake Morgan
The CX Cast
Organizer: Forrester
The CX Engine Show
Host: Kenneth "Shark" Kinney and Brooke Sellas
CX Files
Host: Mark Hillary
CX Insider
Organizer: ACF Technologies
Customer Experience Goals
Host: Gregorio Uglioni
The CX Tipping Point
Organizer: Dorris Consulting International
Punk CX
Host: Adrian Swinscoe
Experience Matters
Host: Nate Brown
CX Lore
Organizer: Customer Experience Magazine
Inspiring Women in CX
Host: Clare Muscutt
Talk Time with MaxContact
Organizer: MaxContact
The Intuitive Customer
Organizer: BeyondPhilosophy.com
CX Chronicles Podcast
Host: Adrian Brady-Cesana
What It Means
Organizer: Forrester
CX Confessions
Organizer: Khoros
Host: Steven Van Belleghem
This Is CX
HOST: Shep Hyken
Amazing Business Radio
Host: Jeanne Bliss
CX Pulse Podcast
Host: Steve Walker
The Chief Customer Officer Human Duct Tape Show
Host: Bill Staikos
The CX Leader Podcast
Be Customer Led
HOST: Bill Staikos
The Account Experience Podcast
Organizer: CustomerGuage
Crack the Customer Code
Hosts: Jeannie Walters and Adam Toporek
The CX Podcast R&R
Hosts: Rhian Huxtable & Richard Knight
The Customer Experience Show
Organizer: IBM
The Customer Experience Podcast
Organizer: BombBomb
Customer Experience Leaders Chat
Organizer: Nicereply
Customer Experience Superheroes
Host: Christopher Brooks
Reinventing Customer Experience
Organizer:ZS
Navigating the Customer Experience
Host: Yanique Grant
Experience This!
Host: Joey Coleman and Dan Gingiss
Voices of CX
Organizer: Worthix
The Modern Customer Podcast
Host: Blake Morgan
The CX Cast
Organizer: Forrester
The CX Engine Show
Host: Kenneth "Shark" Kinney and Brooke Sellas
CX Files
Host: Mark Hillary
CX Insider
Organizer: ACF Technologies
Customer Experience Goals
Host: Gregorio Uglioni
The CX Tipping Point
Organizer: Dorris Consulting International
Punk CX
Host: Adrian Swinscoe
Experience Matters
Host: Nate Brown
CX Lore
Organizer: Customer Experience Magazine
Inspiring Women in CX
Host: Clare Muscutt
Talk Time with MaxContact
Organizer: MaxContact
The Intuitive Customer
Organizer: BeyondPhilosophy.com
CX Chronicles Podcast
Host: Adrian Brady-Cesana
What It Means
Organizer: Forrester
CX Confessions
Organizer: Khoros
Host: Steven Van Belleghem
This Is CX
Top Customer Experience Videos
Watch these top-rated Customer Experience (CX) videos to gain valuable insights from industry experts. Whether you're looking to enhance customer satisfaction, streamline the user journey, or drive loyalty, these videos offer practical tips, case studies, and expert perspectives to elevate your CX strategy.
On Being Wrong
Organizer: TED
In "On Being Wrong," Kathryn Schulz explores the inevitability of human error and challenges the discomfort associated with being wrong. Viewers will gain insights into embracing mistakes as a path to growth and discovery.
Good customer service versus customer experience
Video Owner: Jeff Tobe
Certified Speaking Professional (keynote speaker) Jeff Tobe, speaks passionately about customer EXPERIENCE and taking customer service to the next level in this live presentation.
Choice, happiness, and spaghetti sauce
Organizer: TED
Malcolm Gladwell challenges the idea that "the customer is always right," suggesting that success often comes from anticipating what consumers want before they even know it themselves. Using the example of Prego's spaghetti sauce, he illustrates how catering to individual tastes can lead to broader success.
Magician reveals the grandest illusion surrounding customer service
Video Owner: Billy Riggs
Simply being good won't win customer loyalty; it's the exceptional experiences that stand out. To create lasting brand advocates, you must find and deliver your unique "magic" that keeps customers coming back.
How sampling transformed music
Video Owner: TED
Build on what your customers already love by continually rediscovering and adapting successful ideas. Consistently identifying and leveraging trends will keep your brand relevant and your customers loyal.
On Being Wrong
Organizer: TED
In "On Being Wrong," Kathryn Schulz explores the inevitability of human error and challenges the discomfort associated with being wrong. Viewers will gain insights into embracing mistakes as a path to growth and discovery.
Good customer service versus customer experience
Video Owner: Jeff Tobe
Certified Speaking Professional (keynote speaker) Jeff Tobe, speaks passionately about customer EXPERIENCE and taking customer service to the next level in this live presentation.
Choice, happiness, and spaghetti sauce
Organizer: TED
Malcolm Gladwell challenges the idea that "the customer is always right," suggesting that success often comes from anticipating what consumers want before they even know it themselves. Using the example of Prego's spaghetti sauce, he illustrates how catering to individual tastes can lead to broader success.
Magician reveals the grandest illusion surrounding customer service
Video Owner: Billy Riggs
Simply being good won't win customer loyalty; it's the exceptional experiences that stand out. To create lasting brand advocates, you must find and deliver your unique "magic" that keeps customers coming back.
How sampling transformed music
Video Owner: TED
Build on what your customers already love by continually rediscovering and adapting successful ideas. Consistently identifying and leveraging trends will keep your brand relevant and your customers loyal.
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