CX Reading List For Executives

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

  1. The Four Customer Experience Core Competencies. 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.
  2. The 6 Laws Of Customer Experience. Every executive should understand these fundamental drivers of how organizations deliver customer experience.
  3. My Manifesto: Great Customer Experience Is Free. Provides a perspective of how to think about customer experience management.
  4. 10 CX Mistakes to Avoid. Highlights common mistakes that inhibit customer experience efforts and provides advice for overcoming these obstacles.
  5. The Future of Customer Experience. Shows where customer experience is heading and identifies competencies and skills necessary to gain CX maturity.
  6. The ROI of Customer Experience. Shows the link between good customer experience and higher loyalty and revenues.
  7. Three Characteristics Of Transformational Leaders. Identifies what leaders need to do if they want to drive change in their organizations.
  8. Lessons in CX Excellence. Provides details of the customer experience efforts of 11 organizations that were finalists in Temkin Group’s 2012 Customer Experience Excellence Awards.
  9. 50 CX Tips: Simple Ideas, Powerful Results. A list of ideas that can make a dramatic improvement in your organization’s customer experience.

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.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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