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The 18 best customer & employee experience books everyone should read


Ricardo Saltz Gulko provides some essential reading for the upcoming holiday period and beyond.

21st Dec 2020
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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

Book 1

Ignore Your Customers (and They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience

By Micah Solomon

Book 2

Customer Empathy: A radical intervention in customer experience management and design

By Alex Allwood

Book 3

Leading the Workforce of the Future: Inspiring a Mindset of Passion, Innovation and Growth

By Brigette Tasha Hyacinth

Book 4

Leading Design: How to build a successful business by design 

By Jan-Erik Baars

Book 6

Radical Customer Empathy: An Introduction To The Empathy Framework Methodology™ 

By Danya Shea and Bryan Noel

Book 7

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

Book 8

Employee Experience: Develop a happy, productive and supported workforce for exceptional individual and business performance

By Ben Whitter, Josh Bersin (Foreword)

Book 9

The Customer Success Economy: Why Every Aspect of Your Business Model Needs A Paradigm Shift 

By Nick Mehta, Allison Pickens and Maria Martinez (Foreword)

Book 10

Solve Employee Problems Before They Start: Resolving Conflict in the Real World 

By Scott Warrick

Book 12

WOW: Worlds of Wonder – experience design for curious people 

By Erik Bär, Stan Boshouwer

Book 13

The Customer Experience Playbook: A Practical Guide for Customer Experience Leaders

By Jonathan Daniels

Book 14

The Startup’s Guide to Customer Success: How to Champion the Customer at Your Company

By Jennifer Chiang

Book 15

The Practical Guide to Experience Design: A Guidebook for Passionate, Curious, and Intentional People who Enjoy Designing for Humans

By Shannon E. Thomas

Book 16

The Ride of a Lifetime: Lessons in Creative Leadership from 15 Years as CEO of the Walt Disney Company 

By Robert Iger

Book 17

Inclusify: The Power of Uniqueness and Belonging to Build Innovative Teams

By Stefanie K. Johnson, PhD

Book 17

Inclusion: Diversity, the New Workplace & the Will to Change

By Jennifer Brown

Book 18

The Inclusion Dividend: Why Investing in Diversity & Inclusion Pays Off

By Mason Donovan and Mark Kaplan

Book 19

And here's my list of customer experience best books, 2019 – 2020


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By Deepyanti Advani
23rd Mar 2021 04:18

Interesting looking forward to more of such an article but would also like to say something about how AI tools such as chatbots are changing the world.
A chatbot is the future of insurance and banking services. They can provide efficient customer support with minimal setup. They improve customer operational support and go easy on your pocket as well. Get an asset by reducing liabilities here -

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