Seven digital CX books to add to your reading list
While a quick online search will offer book suggestions featuring the latest bestsellers, memoirs and gripping thrillers, those with an interest in digital customer experience (CX) can find themselves doing some serious digging to find relevant titles.
To aid you in your search for insights, we've compiled a list of informative books from recognized experts. The list includes inspiring and influential books covering relevant topics like customer centricity, generational strategies, scaling, employee experience and more.
Read on for a list of digital customer experience page-turners worth bookmarking.
1. The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level
A great read for those looking to think critically about their customers and customer behavior, The Intuitive Customer by Colin Shaw and Professor Ryan Hamilton establishes the non-negotiables of "next level" CX.
As a credit to the timeless nature of the authors' keen analysis of customer psychology, the book has generated a considerable, lasting following. In fact, the book acted as a catalyst for a podcast by the same name with well over 250 episodes to date.
2. Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine
This one's for current and future leaders in the domain of CX, and for brands who recognize the importance of the chief customer officer role.
Written by prolific CX authority Jeanne Bliss, Chief Customer Officer 2.0 adds further insights to a conversation started with her original book, Chief Customer Officer. Bliss' "2.0" helps leadership teams refocus on "earning the right to growth by improving customers' lives." Featuring accounts from numerous leaders around the globe, a close read of Bliss' book is likely to enhance the effectiveness of CX leaders and accelerate customer-driven growth at an organizational level.
Survey results: Digital customer experience priorities for leaders in 2023
TELUS International, in partnership with Statista, surveyed 250 enterprise leaders to explore where they plan to invest in digital customer experience (CX) technology in 2023. Uncover the results.
3. The Sound of the Future: The Coming Age of Voice Technology
Voice technology is going to change the way the world works.
It's a bold claim, convincingly supported by Tobias Dengel, president of WillowTree, a TELUS International Company, in The Sound of the Future: The Coming Age of Voice Technology. The book explains how voice technology, and particularly the combination of voice technology and generative artificial intelligence, will combine to redefine the ways people interact with devices. Readers will come away with an understanding of the "voice-first" experience, and its potential to enhance safety, speed, accuracy, convenience and fun.
For a basic understanding of the subject matter, check out our article on multimodal voice.
4. Zconomy: How Gen Z Will Change the Future of Business―and What to Do About It
Looking to deliver upon a CX strategy that appeals to different generations of customers?
If Gen Z is on your list — hint: it definitely should be — Zconomy is a must-read. An in-depth, research-backed book about Gen Z and their current and expected business impact, authors Jason Dorsey and Denise Villa Ph.D. urge readers to account for the generation before it's too late.
For a glimpse of the immense value between the covers of Zconomy, take a look at the 10 Gen Z insights to improve your CX that author Jason Dorsey shared in an exclusive interview with TELUS International.
5. The Effortless Experience: Conquering the New Battleground for Customer Loyalty
It's on the latter that The Effortless Experience applies focus. Expertly written by Dixon and co-authors Nick Toman and Rick DeLisi, a brief summary doesn't do it justice, but know this: Customer expectations are rising, particularly in terms of the ease in which they want to get answers. This means, ironically, brands need to go above and beyond in their pursuit of effortlessness.
Dixon's latest book, The Jolt Effect: How High Performers Overcome Customer Indecision, is a great addition to any bookshelf, offering concrete techniques to overcome sales challenges.
6. The Employee Experience Advantage: How to Win the War for Talent by Giving Employees the Workspaces they Want, the Tools they Need, and a Culture They Can Celebrate
Jacob Morgan's The Employee Experience Advantage is a gem in the employee experience genre, offering a research-packed perspective on the ways the workplace experience can enhance or detract from business results. Jacob Morgan's analysis features over 150 studies and articles, as well as over 150 executive interviews, and examines over 250 global organizations. If you're looking to revitalize your employee experience, this one will supply you with the evidence you need to make your business case.
As a bonus, Jacob Morgan has since written two books about leadership, which make for great reads for those looking to inspire and create trust.
7. The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business
Blake Morgan is a highly respected CX thought leader, and for good reason. On a consistent basis, she packs popular articles, podcasts and speaking engagements with earned knowledge.
Sitting down with a copy of The Customer of the Future is likely to leave you fully convinced of the need to adapt your business for tomorrow's customer. The Customer of the Future suggests 10 guiding principles that act as avenues to customer-led growth. Armed with Blake Morgan's easy-to-follow guidelines, your brand will be better prepared for a future grounded in customer centricity.
Turn over a new page for better experiences
As the proverb goes, "The best time to plant a tree was 20 years ago. The second best time is now."
Though the timelines may differ, the same general principle can be applied to the customer experience. Customer expectations are changing by the day. By learning from a diverse set of insights and resources, your brand has the best chance of adapting. Those who meet or exceed evolving expectations will earn trust, and business, in the days to come.
Looking to apply the concepts you've read about? Reach out today to connect with a team of digital CX experts.