The 18 best customer & employee experience books everyone should read
Ricardo Saltz Gulko provides some essential reading for the upcoming holiday period and beyond.
The following is our comprehensive 2020/21 ‘’quarantine’’ list of best readings about customer and employee experience, customer success, innovation and design.
The list features a great group of many new writers mixed with traditional ones. This year’s list also includes great European, Latino, and American authors. We hope you enjoy the books we've listed. I liked all of the books, and the list is not in order of preference, but in the order in which they were read. Below, we’ve also attached our previous year's list for you to see. Enjoy these, and let me know what you are reading over the holiday period and in 2021!
Overcrowded: Designing Meaningful Products in a World Awash with Ideas
By Prof. Roberto Verganti
Ignore Your Customers (and They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience
By Micah Solomon
Customer Empathy: A radical intervention in customer experience management and design
By Alex Allwood
Leading the Workforce of the Future: Inspiring a Mindset of Passion, Innovation and Growth
By Brigette Tasha Hyacinth
Leading Design: How to build a successful business by design
By Jan-Erik Baars
Radical Customer Empathy: An Introduction To The Empathy Framework Methodology™
By Danya Shea and Bryan Noel
The Customer-Driven Culture: A Microsoft Story: Six Proven Strategies to Hack Your Culture & Develop a Learning-Focused Organization
By Travis Lowdermilk and Monty Hammontree
Employee Experience: Develop a happy, productive and supported workforce for exceptional individual and business performance
By Ben Whitter, Josh Bersin (Foreword)
The Customer Success Economy: Why Every Aspect of Your Business Model Needs A Paradigm Shift
By Nick Mehta, Allison Pickens and Maria Martinez (Foreword)
Solve Employee Problems Before They Start: Resolving Conflict in the Real World
By Scott Warrick
WOW: Worlds of Wonder – experience design for curious people
By Erik Bär, Stan Boshouwer
The Customer Experience Playbook: A Practical Guide for Customer Experience Leaders
By Jonathan Daniels
The Startup’s Guide to Customer Success: How to Champion the Customer at Your Company
By Jennifer Chiang
The Practical Guide to Experience Design: A Guidebook for Passionate, Curious, and Intentional People who Enjoy Designing for Humans
By Shannon E. Thomas
The Ride of a Lifetime: Lessons in Creative Leadership from 15 Years as CEO of the Walt Disney Company
By Robert Iger
Inclusify: The Power of Uniqueness and Belonging to Build Innovative Teams
By Stefanie K. Johnson, PhD
Inclusion: Diversity, the New Workplace & the Will to Change
By Jennifer Brown
The Inclusion Dividend: Why Investing in Diversity & Inclusion Pays Off
By Mason Donovan and Mark Kaplan
And here's my list of customer experience best books, 2019 – 2020
Enjoy!
This post originally featured on Eglobalis.com, here
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I am a global executive and strategic consultant for medium and large global technology organizations focused on Customer and Employee Experience, Transformations, Services, and delivery.
A customer-centric, transformational leader has enhanced customer-centricity, employee, customer experience, and data-driven services programs globally....
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