The 18 best customer & employee experience books everyone should read

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