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.

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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