10 Essential Books for CX Leaders in 2023 – Franchising.com

10 Essential Books for CX Leaders in 2023
Qualtrics has published a list of 10 “must read” books for consumer experience leaders. For more on each book, go here to download the list.
Built To Win: Designing a Customer-Centric Culture that Drives Value for Your Business,
by Annette Franz
Think Again: The Power of Knowing What You Don’t Know
by Adam Grant
Experiencing Design: The Innovator’s Journey
by Jeanne Liedtka, Karen Hold, and Jessica Eldridge
Empathy in Action: How To Deliver Great Customer Experiences at Scale
by Tony Bates and Natalie Petouhoff
Define and Deliver Exceptional Customer Service: Proven Strategies To Maximize Your Profits
by Kelly Henry
A Complaint Is a Gift: How To Learn from Critical Feedback and Recover Customer Loyalty
by Janelle Barlow
The Four CX Pillars To Grow Your Business Now: The Customer Experience Manager Playbook
by Adrian L. Brady-Cesena
Uncopyable: How To Create an Unfair Advantage Over Your Competition 
by Steve Miller
The Intuitive Customer: 7 Imperatives for Moving Your Customer Experience to the Next Level
by Colin Shaw & Ryan Hamilton
Do B2B Better: Drive Growth Through Game-Changing Customer Experience
by Jim Tincher

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