Start Here: Customer Experience (CX) Books Index

💎 CX Book Gems: Index of CX books

👋 Hello and welcome!

I’m Toni Krasnic, the author of CX Wheel and curator of this newsletter. I love reading business books, especially about CX, and sharing CX insights with others.

I’ve helped numerous businesses with successful CX transformations in the hospitality industry, including restaurants, wineries, breweries, cafes, food tours, and hotels. For the last few years, I’ve been leading CX transformations in government.

Let’s connect on LinkedIn and Twitter.

🚀 Why I started the biweekly CX Book Gems newsletter

I started this newsletter out of a realization and a bit of frustration: there are countless incredible books on CX brimming with valuable insights that, unfortunately, remain unexplored. In our fast-paced world, it’s a challenge to find time to dive into these rich resources, and as a result, we miss out on transformative knowledge that could elevate our CX practices.

CX Book Gems is my initiative to bridge this gap. Every other week, I’ll distill three insightful CX lessons from a different book, delivering small, valuable CX gems directly to you every other Monday.

This newsletter is more than just book summaries; it's a gateway to unlocking the treasure trove of wisdom contained within CX books, making it accessible to the broader CX community.

Let’s explore these hidden CX gems together:

• Authors - let me know of your future CX and EX book publications so I can help promote your book launch.

• Readers - let me know of your favorite CX and EX books so I can add them to the CX Book Gems list and future reviews.

💎 Customer Experience (CX) books index (~400 books)

Published book summaries are linked to the newsletter posts.

Bolded books are in the soon-to-be-published summaries queue.

• #CustServ The Customer Service Culture (2017) by Dennis E. Gilbert

• 10 Golden Rules of Customer Service (2019) by Todd Duncan and Deb Duncan

• 10-Second Customer Journey (2024) by Todd Unger

• 100 Practical Ways To Improve Customer Experience (2018) by Martin Newman and Malcolm McDonald

• 100 Proven Ways to Acquire and Keep Clients for Life (2024) by C. Richard Weylan

• 4 ROCKS: Reduce effort, drive loyalty, transform customer journey (2023) by Sean Albertson

• 5-Star Customer Experience (2017) by Janne Ohtonen

• 50 Top Tools for Employee Engagement (2017) by Debbie Mitchell

• 501 Ways to Roll Out the Red Carpet for Your Customers (2023) by Donna Cutting

• 7 Concepts of Customer Service (2018) by Joshua S. Kangley

• 7 Tenets of Taxi Terry (2014) by Scott McKain

• 8 Laws of Customer-Focused Leadership (2024) by Blake Morgan

• ABC's of a Fantastic Customer Experience (2020) by Yanique Grant

• Achieving Excellence Through Customer Service (2014) by John Tschohl

• ADAPT (2021) by Luis Goncalves

• Age of Intent (2019) by P.V. Kannan and Josh Bernoff

• Agent X (2022) by Thales Jacobi

• Agile Brand (2023) by by Greg Kihlstrom

• Agile Consumer (2019) by by Greg Kihlstrom

• Agile Marketer (2016) by Roland Smart

• Alchemy (2019) by Rory Sutherland

• Amaze Every Customer Every Time (2013) by Shep Hyken

• Amazement Revolution (2011) by Shep Hyken

• Apple Experience (2012) by Carmine Gallo

• Art of Seducing Your Customers (2024) by John Boccuzzi Jr.

• B2B Customer Engagement Strategy (2023) by Daniel Prior

• B2B Customer Experience (2020) by Paul Hague and Nick Hague

• Bag the Elephant (2005) by Steve Kaplan

• Be Amazing Or Go Home (2018) by Shep Hyken

• Be Our Guest (2001) by The Disney Institute

• Be Your Customer’s Hero (2015) by Adam Toporek

• Behavior Change Wheel (2014) by Susan Michie, Lou Atkins, and Robert West

• Belonging to the Brand (2023) by Mark Schaefer

• Best Service is No Service (2015) by Bill Price

• Beyond Employee Engagement (2024) by Kristina Vaneva

• Beyond Happiness (2021) by Jenn Lim

• Beyond the Familiar (2011) by Patrick Barwise and Sean Meehan

• Big Miss (2022) by Zecho Dobrev

• Brand Storytelling (202) by Miri Rodriguez

• Breaking Through (2014) by Sandra Vandermerwe

• Bring Your Human to Work (2018) by Erica Keswin

• Building Brand Experiences (2018) by Darren Coleman

• Building Great Customer Experiences (2002) by Colin Shaw and John Ivens

• Building a StoryBrand (2017) by Donald Miller

• Built to Win (2022) by Annette Franz

• Buyology (2010) by Martin Lindstrom and Paco Underhill

• Call Center (2016) by Gwen Oglesby

• Can Your Customer Service Do This (2023) by Micah Solomon

• CCXP Exam Preparation (2018) by Michael Bartlett

• Center of Experience (2020) by Greg Kihlstrom

• Century Old Startup (2024) by Robert Spector

• CEO Excellence (2022) by Carolyn Dewar, Scott Keller, and Vikram Malhotra

• Challenger Customer (2015) by Brent Adamson, Matthew Dixon, Pat Spenner, and Nick Toman

• Challenger Sale (2011) by Matthew Dixon and Brent Adamson

• Change by Design (2019) by Tim Brown

• Chocolates on the Pillow Aren't Enough (2007) by Jonathan Tisch

• Chief Customer Officer 2.0 (2015) by Jeanne Bliss

• Chief Customer Officer Playbook (2023) by Rod Cherkas

• Clear Thinking (2023) by Shane Parish

• Clued In (2004) by Lewis Carbone

• Coding Manual for Qualitative Researchers (2021) by Johnny Saldana

• Come Back Culture (2022) by Jason Young and Jonathan Malm

• Competing Against Luck (2016) by by Clayton M. Christensen

• Complaint is a Gift (2022) by Janelle Barlow

• Connected Customers are Repeat Customers (2016) by Gerod Farmer

• Connected Strategy (2019) by Nicolaj Siggelkow

• Contagious (2013) by Jonah Berger

• Convenience Revolution (2018) by Shep Hyken

• Conversation Company (2012) by Steven Van Belleghem

• Conversation Manager (2012) by by Steven Van Belleghem

• Converted (2022) by Neil Hoyne

• Crafting the Customer Experience for People Not Like You (2013) by Kelly McDonald

• Create WOW Customer Experiences (2020) by Scott Harris

• Creating and Delivering Totally Awesome Customer Experiences (2002) by Gary W. Millet and Blaine W. Millet

• Creating Customer Loyalty (2019) by Chris Daffy

• Creating Super Fans (2023) by Brittany Hodak

• Crushing It! (2018) by Gary Vaynerchuk

• Crushing the Competition with Service (2020) by Hank Ebeling

• Cult of the Customer (2020) by Shep Hyken

• Culture by Design (2018) by David Friedman

• Curated Experience (2015) by Amas Tenumah

• Customer Always Wants Experience (2024) by Gokhan Kara

• Customer Analytics for Dummies (2015) by Jeff Sauro

• Customer Catalyst (2020) by Chris Adlard

• Customer Centricity (2017) by Peter Fader and Sarah Toms

• Customer Centricity Playbook (2018) by Peter Fader

• Customer Communication Formula (2020) by Charlotte Purvis

• Customer Communities (2023) by Nick Mehta and Robin Van Lieshout

• Customer Copernicus (2021) by Charlie Dawson and Sean Meehan

• Customer Culture Imperative (2014) by Linden Brown

• Customer Empathy (2019) by Alex Alwood

• Customer Escalations Management (2022) by Nikolaos Zormpas

• Customer Excellence Enterprise (2024) by by Wayne Simmons and Tom DeWitt

• Customer Experience (2016) by Don Peppers

• Customer Experience (2018) by Christoff J. Weihman

• Customer Experience (books 1-5 series) (2019 to 2023) by Naeem Arif and Andrew Priestley

• Customer Experience 3.0 (2014) by John Goodman

• Customer Experience 365 (2016) by Roy Barnes

• Customer Experience Book (2016) by Alan Pennington

• Customer Experience Certificate Program (2021) by Carol Buehrens

• Customer Experience Culture in Government (2018) by Daryl Covey

• Customer Experience Design Book (2018) by Rajat Chawla

• Customer Experience Dictionary (2020) by Ben Phillips

• Customer Experience Edge (2012) by Reza Soudagar, Vinay Iyer, and Volker Hildebrand

• Customer Experience Excellence (2021) by Tim Knight and David Conway

• Customer Experience Fiasco (2013) by Tim Carrigan

• Customer Experience for Dummies (2015) by Roy Barnes

• Customer Experience is the Brand (2015) by Alex Allwood

• Customer Experience Management (2003) by Bernd Schmitt

• Customer Experience Management (2018) by Nihat Tavsan

• Customer Experience Management (2023) by Sandy Mathis

• Customer Experience Management Rebooted (2017) by Steven Walden

• Customer Experience Playbook (2020) by Jonathan Daniels

• Customer Experience Rules (2015) by Jeofrey Bean and Steve Hickner

• Customer Experience Strategy (2010) by Lior Arussy

• Customer Experience Strategy (2013) by Maurice Fitzgerald

• Customer Experience Unearthed (2023) by Julien Rio

• Customer Experience Wheel (2024) by Toni Krasnic

• Customer Experiences with Soul (2017) by Simon Robinson and Maria Moraes Robinson

• Customer First (2020) by Naeem Arif

• Customer Innovation (2019) by Marion Debruyne

• Customer Insight Strategies (2020) by Christine Bailey

• Customer Journey Orchestration (2024) by by Greg Kihlstrom

• Customer Leader (2023) by Rudy Moenaert and Henry Robben

• Customer Loyalty Loop (2016) by Noah Fleming

• Customer Magic – The Macquarie Way (2024) by Joseph A. Michelli

• Customer Manifesto (2014) by Pamela Herrmann

• Customer Moat (2016) by Eddie Sung

• Customer Obsessed (2016) by Eric Berridge and Marc Benioff

• Customer of the Future (2019) by Blake Morgan

• Customer Relationship Management Strategies in the Digital Era (2015) by Suphan Nasyr

• Customer Rules (2013) by Lee Cockerell

• Customer Satisfaction is Worthless (1999) by Jeffrey Gitomer

• Customer Science (2022) by Alexander Chernev

• Customer Service Is Just Foreplay (2015) by Brian Appleton, Jason D Cass, and Shapiro Elyssa

• Customer Service Revolution (2015) by John R. Dijulius

• Customer Service Rockstar's Handbook (2023) by Marge Barrica

• Customer Service Rx (2023) by Mark Lowe and Jake Franklin

• Customer Service Solution (2013) by Sriram Dasu and Richard Chase

• Customer Service Success (2023) by David Brownlee

• Customer Service Tip of the Week (2017) by Jeff Toister

• Customer Service Training (2015) by Kimberly Devlin

• Customer Service Training 101 (2018) by Renee Evenson

• Customer Success (2016) by Nick Mehta, Dan Steinman and Lincoln Murphy

• Customer Success Economy (2020) by Nick Mehta and Allison Pickens

• Customer Success Professional's Handbook (2020) by Ashvin Vaidyanathan

• Customer Transformation (2023) by Chris Hood

• Customer Understanding (2019) by Annette Franz

• Customer What? (2018) by Ian Golding

• Customer-Centric Cost Reduction (2013) by Maurice Fitzgerald

• Customer-Centric Marketing (2015) by Aldo Cundari

• Customer-Driven Culture (2020) by Travis Lowdermilk and Monty Hammontree

• Customer's New Voice (2015) John McKean

• Customers for Life (2009) by Carl Sewell

• Customers Included (2015) by Mark Hurst

• Customers Know You Suck (2023) by Debbie Levitt

• CustomHER experience (2023) by Katie Mares

• CX-Pro (2023) by Karl Sharicz

• CX-Pro: Beyond the Basics (2024) by Karl Sharicz

• CX and Culture Connection (2023) by Matthew Egol

• CX Book of Knowledge (2023) by CXPA

• CX is a Pilgrimage (2022) by Nienke Bloem

• CXOXO (2024) by Mercer Smith

• Daily Practices of Inclusive Leaders (2024) by by Eddie Pate and Jonathan Stutz

• Dare to Serve (2015) by Cheryl Bachelder

• Dark Side of CX (2022) by Michael Bartlett

• Data-Driven Personalization (2024) by Zontee Hou

• Date to Lead (2018) by Brene Brown

• Dealing with Difficult Customers (2018) by Noah Fleming

• Deceptive Patterns (2023) by Harry Brignull

• Define and Deliver Exceptional Customer Service (2021) by Kelly Henry

• Delight Your Customers (2013) by Steve Curtin

• Delivering Effective Social Customer Service (2013) by Carolyn Blunt

• Delivering Fantastic Customer Experience (2019) by Daniel Lafreniere

• Delivering Happiness (2010) by Tony Hsieh

• Design for How People Think (2019) by John Whalen

• Design for Strengths (2018) by John Coyle

• Design Is a Job (2022) by Mike Monteiro

• Design is Storytelling (2017) by Ellen Lupton

• Design of Everyday Things (2013) by Donald Norman

• Design Thinking Playbook (2019) by Michael Lewrick

• Design Thinking Toolbox (2020) by Michael Lewrick

• Designing Customer Experiences with Soul (2024) by Simon Robinson and Maria Moraes Robinson

• Designing Experiences (2019) by Robert Rossman and Mathew Duerden

• Designing for Behavior Change (2020) by Stephen Wendel

• Designing for the Digital Age (2009) by Kim Goodwin

• Designing the Conversation (2013) Russ Unger

• Diamond in the Rough (2023) by Steven Van Belleghem

• Digital Customer Service (2021) by Rick Delisi

• Digital Customer Success (2024) by Nick Mehta and Kellie Capote

• Digital-First Customer Experience (2023) by Joe Wheeler

• Digital Innovation Playbook (2011) Nicholas Webb

• Digital Sense (2017) by Travis Wright

• Disruption Mindset (2019) by Charlene Li

• Do B2B Better (2022) by Jim Tincher

• Do Penguins Eat Peaches (2023) by Katie Tucker

• Don't make me think (2013) Steve Krug

• Driven to Delight (2015) by Joseph Michelli

• Driving Loyalty (2013) by Kirk Kazanjian

• Effortless Experience (2013) by Matthew Dixon

• Eight to Great (2008) by Greg Gianforte

• Emotional Design (2007) by Dan Norman

• Empathy in Action (2022) by Tony Bates

• Employee Ambassadorship (2017) by Michael Lowenstein

• Employee Engagement (2022) by Emma Bridger

• Employee Experience (2019) by Ben Whitter

• Employee Experience Revolution (2024) by John R. DiJulius and David D. Murray

• Employee Experience by Design (2023) by Emma Bridger and Belinda Gannaway

• Empowered (2010) by Josh Bernoff

• Enchantment (2021) by Guy Kawasaki

• Engaged (2020) by Amy Bucher

• Essentials of Fire Department Customer Service (1996) by Alan V. Brunacini

• Evergreen (2015) by Noah Fleming

• Everybody Matters (2015) by Bob Chapman

• Excellence Wins (2019) by Horst Schulze

• Excelling at Customer Service (2017) by Sorin Dumitrascu

• Exceptional Customer Experience (2023) by Joe Leitola

• Exceptional Customer Service (2009) by Lisa Ford

• Exceptional Experience (2011) by Lori Webb

• Exceptional Experiences (2025) by Neen James

• Exceptional Service, Exceptional Profit (2010) by Leonardo Inghilleri and Micah Solomon

• Experience (2015) by Bruce Loeffler

• Experience Design for Customer Service (2019) by Mark Stanley

• Experience Economy (2019) by Joseph Pine and James Gilmore

• Experience is Everything (2021) by Eng Tan

• Experience is King (2023) by Robert Weeks

• Experience Maker (2021) by Dan Gingiss

• Experience Mindset (2023) by Tiffani Bova

• Experience Rules (2022) by by Joyce Gioia

• Experience Rules! (2024) by Michael Hinshaw and Diane Magers

• Experience-Centric Organization (2019) by Simon Clatworthy

• Extraordinary Transformation (2024) by Nido Qubein

• Fabled Service (1997) by Betsy Sanders

• Fanocracy (2020) by David Meerman Scott and Reiko Scott

• Fans First (2022) by Jesse Cole

• Flow (2008) by Mihaly Csikszentmihalyi

• Forget the customer, see the person (2022) by Alex Genov

• Formula for Leading a Customer Service Culture (2021) by Don Stuckey

• Four (2018) by Scott Galloway

• Four CX Pillars to Grow Your Business Now (2020) by Adrian Brady-Cesana

• Four Factors of Trust (2022) by by Ashley Reichheld

• Friction (2019) by Roger Dooley

• Frictionless Organization (2022) by Bill Price

• From Entrance to Exit (2023) by Valerie Russell

• From Impressed to Obsessed (2021) by Jon Picoult

• Fusion (2018) by Denise Lee Yohn

• Future Proofing By Design (2023) by Nilufer Erdebil

• Gamestorming (2010) by Dave Gray

• Getting Service Right (2019) by Jeff Toister

• Good Services (2020) by Lou Down

• Good to Great (2001) by Jim Collins

• Great Lockdown (2021) by Aroop Zutshi

• Grid (2017) by Matt Watkinson

• Growth IQ (2018) by Tiffany Bova

• Guaranteed Customer Experience (2021) by Jeff Toister

• Hack Your Bureaucracy (2022) by Marina Nitze

• Happy R.A.V.I.N.G. Customers! (2014) by Carol Buehrens

• Heart of Business (2021) by Hubert Jolly

• The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets (2016) by Micah Solomon

• Hight Roller Experience (2018) by David Norton

• Hooked on Customers (2014) by Robert Thompson

• Hospitality Mentality (2023) by Josh Liebman

• House of the Customer (2023) by Greg Kihlstrom

• How Customers Buy…And Why They Don’t (2018) by Martyn Lewis

• How Hard Is It To Be Your Customer? (2022) by Jim Tincher

• How Organizations Deliver BAD Customer Service (2011) by Barbara Khozam

• How to Grow Your Small Business (2023) by Donald Miller

• How to Win Friends and Influence People (2010) by Dale Carnegie

• How to Wow (2016) by Adrian Swinscoe

• Hug Your Haters (2016) by Jay Baer

• Human Brand (2013) by Chris Malone

• Human-Centered Communication (2021) by Ethan Beute

• Human-Centered Government (2025) by Luis Bares

• Human Experience (2023) by John Sills

• Ideal Customer Experience Journey (2015) by Alberto Rocha

• I’ll Be Back (2021) by Shep Hyken

• Igniting Customer Connections (2015) by Andy Frawlye

• Ignore Your Customers (2020) by Micah Solomon

• Immense World (2022) by Ed Young

• Impact Of Excellent Customer Service On Business Growth (2018) by Uche Akeeb

• Improve Your Customer Experience (2020) by Les Riley

• In Search of Excellence (2006) by Tom Peters

• In the Driving Seat of Customer Experience (2020) by Zanna van der Aa

• Increasing Customer Loyalty (2011) by HBR

• Indispensable (2021) by James Kerr

• Infailible (2025) by Chris Hood

• Innovation Games (2006) by Luke Hohmann

• Inside Your Customer’s Imagination (2020) by Chip Bell

• Inspired (2017) by Marty Cagan

• Internet, Phone, Mail, and Mixed-Mode Surveys (2014) by Don A. Dillman, Jolene D. Smyth, and Leah Melani Christian

• Interviewing Users (2023) by by Steve Portigal and Jamika D. Burge

• Introduction to Design Thinking for UX Beginners (2023) by Uijun Park

• Invent It, Sell It, Bank It (2014) by Lori Greiner

• It’s All about CEX! (2018) by Jason S. Bradshaw

• Jobs To Be Done (2016) by Anthony Ulwick

• Jobs To Be Done (2023) by Stephen Wunker, Jessica Wattman, and David Farber

• Jobs To Be Done Playbook (2020) by James Kalbach

• Join the Brand (2018) by Norty Cohen

• Jolt Effect (2022) by Matthew Dixon and Ted McKenna

• Journey Mapping Playbook (2020) by Jerry Angrave

• Journey to Centricity (2021) by Ilenia Vidili

• Journey to Wow (2019) by Shaun Belding

• Just Enough Research (2019) by Erika Hall

• Kindness Revolution (2006) by Ed Horrell

• Know What Matters (2023) by Ron Shaich

• Lead with Me (2021) by Simon Mainwaring

• Leading Loyalty (2019) by Sandy Rogers

• Leading the Customer Experience (2015) by Sarah Cook

• Leading With Happiness (2017) by Alexander Kjerulf

• Leading the Customer Experience (2021) by Brad Cleveland and Scott McKain

• Lean Product Playbook (2015) by Dan Olsen

• Long Story Short (2015) by Margot Leitman

• Loyalty Effect (1996) by Fred Reichfeld

• Loyalty Rules (2001) by Fred Reichfeld

• Made to Stick (2007) by Chip Heath and Dan Heath

• Managing Customer Experience and Relationships (2017) by Don Peppers

• Managing the Customer Experience (2002) by Shaun Smith and Joe Wheeler

• Managing the Customer’s Experience (2011) by Timothy Bednarz

• Mapping Experiences 2.0 (2020) by James Kalbach

• Marketing Rebellion (2019) by Mark Schaefer

• Maturing in Customer Experience Optimisation (2025) by Tim Thijsse

• Meaningful Measurement of the Customer Experience 2nd Ed (2024) by Greg Kihlstrom

• Measuring Customer Experience (2015) by Philipp Klaus

• Million Dollar Weekend (2024) by Noah Kagan

• Moments of Impact (2014) by Chris Ertel

• Moments of Truth (1989) by Jan Carlzon

• More is More (2017) by Blake Morgan

• Move Fast and Fix Things (2023) by Frances Frei and Anne Morriss

• Net Promoter: Implement the System (2013) by Maurice Fitzgerald

• Never Lose a Customer Again (2018) by Joey Coleman

• Never Lose an Employee Again (2023) by Joey Coleman

• New Customer Experience Management (2022) by Ivaylo Yorgov

• New Gold Standard (2015) by Joseph Michelli

• New Luxury Experience (2019) by Wided Batat

• Next Generation Customer Experience (2024) by Jeofrey Bean and Vineetha Raveendran

• No Rules Rules (2020) by Reed Hastings and Erin Meyer

• Nordstrom Way to Customer Experience Excellence (2012) by Robert Spector

• Obviously Awesome (2019) by April Dunford

• Offer You Can’t Refuse (2021) by Steven Van Belleghem

• On Purpose (2015) by Shaun Smith and Andy Milligan

• One Thing (2013) by Gary Keller and Jay Papasan

• One to One (2024) by Louis Cho

• Onward (2012) by Howard Schultz and Joanne Gordon

• Outside In (2012) by Harley Manning and Kerry Bodine

• Overcrowded (2017) by Roberto Verganti

• People Love You (2013) by Jeb Blount

• Perfect phrases for customer service (2010) by Robert Bacal

• Personalized: Customer Strategy in the Age of AI (2024) by Mark Abraham and David C. Edelman

• Phoenix and the Unicorn by Peter Hinssen

• Pink Goldfish (2019) by Stan Phelps and David Rendall

• Positively Outrageous Service (2016) by T. Scott Gross, Andrew Szabo, and Michael Hoffman

• Power of Customer Experience (2021) by Martin Newman

• Power of Customer Experience (2022) by Elizabeth Dixon

• Power of Moments (2017) by Chip Heath and Dan Heath

• Power of Nice (2006) by Linda Kaplan Thaler

• Power of Scarcity (2023) by Mindy Weinstein

• Powerful Phrases for Effective Customer Service (2012) by Renee Evenson

• Practical Guide to Experience Design (2020) by Shannon Thomas

• Punk CX (2019) by Adrian Swinscoe

• Punk XL (2021) by Adrian Swinscoe

• Purple Cow (2005) by Seth Godin

• Purple Goldfish 2.0 (2019) by Stan Phelps and Evan Carroll

• Pursuing Perfect Service (2011) by Rob Ptacek

• Radical Customer Empathy (2019) by Danya Shea

• Reach (2024) by Rod Cherkas

• Real Change (2024) by Jason Hreha

• Recoding America (2023) by Jennifer Pahlka

• Reengineering Retail (2017) by Doug Stephens

• Reframe Your Brain (2023) by Scott Adams

• Rehumanize Your Business (2019) by Ethan Beute

• Reign of the Customer (2020) by Claes Fornell and Forrest Morgeson

• Remarkable Retail (2020) by Steve Dennis

• Reorganize for Resilience (2010) by Ranjay Gulati

• Resonate (2010) by Nancy Duarte

• Revolutionizing Customer Experience (2024) by Gina Gibson, Chad Hendren, and Lydia Strait

• Rewired (2023) by Eric Lamarre, Kate Smaje, and Rodney Zemmel

• Rework (2010) by Jason Fried and David Heinemeier Hansson

• Ride of a Lifetime (2019) by Robert Iger

• Ridiculously Easy to Do Business With (2024) by David Avrin

• Ruined by Design (2019) by Mike Monteiro

• Scaling Customer Success (2023) by Chitra Madhwacharyula and Shreesha Ramdas

• Science of Service (2018) by Mark Colgate

• Screen to Screen Selling (2016) by Doug Devitre

• Secret Lives of Customers (2021) by David Duncan

• Secret Service (2003) by John R. DiJulius

• Seeing What Others Don’t (2013) by Gary Klein

• Service Culture Handbook (2017) by Jeff Toister

• Service Design (2013) by Andy Polaine, Lavrans Lovlie, and Ben Reason

• Service Design for Business (2016) by Ben Reason

• Service Failure (2012) by Jeff Toister

• Service Innovation Handbook (2015) by Lucy Kimbell

• Setting the Table (2009) by Danny Meyer

• Seven Pillars of Customer Success (2021) by Wayne McCullough

• Simpler (2013) by Cass Sunstein

• Simply Better (2004) by Patrick Barwise and Sean Meehan

• Smart Customers, Stupid Companies (2012) by Michael Hinshaw

• Smile (2013) by Kirt Manecke

• So Happy Here (2017) by Maurice Fitzgerald

• Social Customer Experience (2014) by Dave Evans

• Sprint (2016) by Jake Knapp and John Zeratsky

• Starbucks Experience (2018) by Joseph Michelli

• Start Reverse (2017) by Andre Wiringa

• Startup's Guide to Customer Success (2019) by Jennifer Chiang

• Sticky Customer Service (2021) by Peter Lyle DeHaan

• Stories That Stick (2019) by Kindra Hall

• Storynomics (2018) by Robert McGee

• Strategic Customer Experience (2019) by John Goodman

• Strategic Design (2016) by Giulia Calabreta

• Subtract (2021) by Leidy Klotz

• Surveying the User Experience (2024) by Jeff Sauro and James Lewis

• Surveys that Work (2021) by Caroline Jarrett

• Swipe-Right Customer Experience (2022) by Sanna Eskelinen and Belinda Gerdt

• Talk Triggers (2018) by Jay Baer and Daniel Lemin

• TCE Total Customer Experience (2013) by Bob Hayes

• Technology Fallacy (2019) by Gerald Kane

• Ten Principles Behind Great Customer Experiences (2013) by Matt Watkinson

• Testing Business Ideas (2019) by Alexander Osterwalder

• Thanks for Coming in Today (2018) by Charles Ryan Minton

• Think Human (2024) by Olivier Duha

• Think Like Amazon (2019) by John Rossman

• Thinking in Services (2018) by Majid Iqbal

• Thinking, Fast and Slow (2013) by Daniel Kahneman

• This Is Service Design Doing (2018) by Marc Stickdorn

• This Is Service Design Thinking (2012) by Marc Stickdorn

• Thriving in the Customer Age (2019) by Steve Whitington

• Tilt: Shifting Your Strategy from Products to Customers (2013) by Niraj Dawar

• Time to Win (2023) by Jay Baer

• To Sell Is Human (2012) by Daniel Pink

• Today is the Perfect Day to Improve Customer Experiences (2024) by Lisa D Dance

• Trailblazer (2019) by Marc Benioff

• Transform Customer Experience (2019) by Isabella Villani

• Transformational Consumer (2017) by Tara-Nicholle Kirke

• Triple Fit Strategy (2024) by Christoph Senn and Mehak Gandhi

• Trust Matters More than Ever (2024) by David Horsager

• Trusted Leader (2021) by David Horsager

• Ultimate Customer Experience (2023) by Scott McKain

• Ultimate Question (2006) by Fred Reicheld

• Ultimate Question 2.0 (2011) by Fred Reicheld

• Uncommon Service (2014) by Francis Frei and Anne Morriss

• Uncopyable (2020) by Steve Miller

• Unforgettable (2023) by Phil Mershon

• Unleashing Excellence (2009) by Dennis Snow and Teri Yanovitch

• Unlocking the Customer Value Chain (2019) by Thales Teixeira

• Unreasonable Hospitality (2022) by Will Guidara

• Unselling (2014) by Scott Stratten

• Unsold Mindset (2023) by Colin Coggins

• Uplifting Service (2012) by Ron Kaufman

• Upstream (2020) by Dan Heath

• User Friendly (2019) by Cliff Kuang

• User Story Mapping (2014) by Jeff Patton, Martin Fowler, Peter Economy, Alan Cooper, and Marty Cagan

• User Tested (2022) by Andy Macmillan and Janelle Estes

• Using Information to Develop a Culture of Customer Centricity (2013) by David Loshin

• Value Proposition Design (2014) by Alexander Osterwalder

• We Are All Weird (2014) by Seth Godin

• Welcome to the Experience Economy (2017) by Eliana L. Medeiros

• We're Doing CX Wrong...And How To Get It Right (2021) by Nicholas Zeisler

• What Customers Crave (2017) by Nicholas Webb

• What Customers Hate (2022) by Nicholas Webb

• What Customers Want (2005) by Anthony Ulwick

• What Great Brands Do (2013) by Denise Lee Yohn

• What Your Customer Wants and Can’t Tell You (2021) by Melina Palmer

• What's the Secret? (2008) by John DiJulius

• When Digital Becomes Human (2015) by Steven Van Belleghem

• When Machines Become Customers (2023) by Don Scheibenreif

• Who Does What By How Much? (2024) by Jeff Gothelf and Josh Seiden

• Why Customers Choose The $150 Steak (2025) by S.L. Chirinos

• Why Customers Leave (2019) by David Avrin

• Why We Buy (2008) by Paco Underhill

• Why Your Customer Experience Program Will Fail (2023) by Friederike Niehoff and Aleksandra Pilniak

• Win the Customer (2015) by Flavio Martins

• Win Their Hearts (2022) by Zach Dillard

• Winning At Social Customer Care (2017) by Dan Gingiss

• Winning Digital Customers (2020) by Howard Tiersky

• Winning Her Business (2019) by Bridget Brennan

• Winning on Purpose (2021) by Fred Reicheld

• Working Backwards (2021) by Colin Bryar

• World of Wonder (WOW) (2019) by Erik Bar

• Would You Do That to Your Mother? (2018) by Jean Bliss

• X: The Experience When Business Meets Design (2015) by Brian Solis

• Yes is the Answer! What is the Question? (2018) by Cameron Mitchell

• You're CX'y And We Know It (2021) by Mark Parker, Sharon Boyd, and John Parker

• Your Ad Ignored Here (2017) by Tom Fishburne

• Your Customer Rules (2015) by Bill Price and David Jaffe

• Your Guide to Blueprinting the Practical Way (2023) by Erika Flowers and Megan Erin Miller

• Zappos Experience (2012) by Joseph Michelli

• Zero In Formula (2020) by Dennis Geelen

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