Customer Experience Reading List for Execs

Here’s a short list of content that I’d recommend sharing with executives that want to get up to speed on customer experience:

  • The ROI of Customer Experience, 2014 (report). See our analysis of the connection between CX and loyalty across 19 industries.
  • The Four Customer Experience Core Competencies (free report). The path to customer-centricity requires mastering these four competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. The report also has a self-assessment tool that execs can use to gauge their organization.
  • People-Centric Experience Design (free eBook). Experiences are all about people, the customers who interact with your organization and the employees who shape those interactions. People-Centric Experience Design is an approach for “fostering an environment that creates positive, memorable human encounters” by tapping into the power of purpose, empathy, and memories.
  • Employee-Engaging Transformation (report). If you want to drive sustainable change across your organization, then you need to understand this concept. This report identifies a process for “aligning employee attitudes and behaviors with the organization’s desire to change.”
  • 50 CX Tips: Simple Ideas, Powerful Results (free eBook). A list of ideas that can make a dramatic improvement in your organization’s customer experience.
  • The 6 Laws Of Customer Experience (free eBook). Every executive should understand these fundamental drivers of how organizations deliver customer experience.
  • 14 CX Trends for 2014 (blog post). Provides the key CX themes to keep an eye on this year.
  • The Ultimate Customer Experience Infographic (blog post). Shows what CX is and why it’s important (with ROI data).
  • My Manifesto: Great Customer Experience Is Free (blog post). Provides a perspective of how to think about customer experience management.
  • 10 CX Mistakes to Avoid (eBook). Highlights common mistakes that inhibit customer experience efforts and provides advice for overcoming these obstacles.
  • Lessons in CX Excellence, 2014 (report). Provides details of the customer experience efforts of 11 organizations that were finalists in Temkin Group’s 2013 Customer Experience Excellence Awards.
  • The Essence of Customer Journey Thinking (blog post). Shows how to drive a deeper understanding of customers across everything being done across your organization.
  • Customer Experience Maturity: From Fluff to Tough (blog post). Highlights what it takes for companies to achieve higher levels of customer experience maturity.

If your execs show interest in customer experience, then sign them up for the monthly CX Journal so they can continue on their CX learning journey.

The bottom line: An informed executive is a critical CX asset.

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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