CX must-reads!

It’s good to see you reading my blog! It means that you would like to further deepen your knowledge about Customer Experience (CX) and I promise you it will be a lot of fun. Quite some people have asked me for book recommendations with more information & inspiration on CX. That’s why I’ve created this list of my Top 5 favorite CX books.

  1. Outside In by Harley Manning and Kerry Bodine. A golden oldie (published in 2012). But this Forrester Research duo has managed to explain the six disciplines of CX in a very digestible way: strategy, customer insights, human centered design, CX metrics, customer centric organization and a customer obsessed culture. Plus it’s full of inspiring real-life examples.
  2. De 9+ organisatie. Van marketshare naar mindshare by Berry Veldhoen & Stephan van Slooten. This one is for Dutchies only (sorry!), that is – until Berry & Stephan publish an English version. Berry & Stephen were pioneers in the CX field in The Netherlands and work together at Customer & Employee Experience Consultancy firm Altuition. They have combined their CX experiences in this book, which describes what companies should do if they want to create a great customer experience: (1) figure out what’s relevant from the customer’s perspective, (2) create & do new things which make the difference in the emotions and experience of the customer and (3) organize these new things systematically as part of their total service & proposition package.
  3. The Experience Economy by Joseph Pine II and James H. Gilmore. Another golden oldie (their original article was published in 1998), but if you order the 2020 edition you’ll find a brand new foreword with recent practical examples. This book explains how we’ve moved from commodities to goods to services to experience. It also gives plenty of inspiration on how you can create brilliant experiences in your own context.
  4. The Effortless Experience by Matthew Dixon, Nick Toman en Rick Delisi. A refreshing book in this top 5, because these gentlemen are definitely not about creating “WOW-moments” of so-called “customer delight”. Simply solve your customers problems in a quick & easy way! There’s definitely some sense in that (as their research shows) – especially for company departments such as customer service. 
  5. Last but not least, The Power of Moments written by brothers Chip & Dan Heath. In this book the mystery of experience is slowly unravelled – why, for example do we remember the best and worst moments of an experience and forget the rest? A psychological take on customer experience, supported by great practical examples. 


I’m super curious of your opinion on these books and would love to hear if you think other CX books should be added to this list. Have fun reading!