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Top 20 Books Every Customer Experience Professional Needs to Read Now

Chattermill

Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Pennington doesn’t dive into things like cross-channel alignment or journey mapping.

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46 Customer Experience Pros Share the Biggest Mistakes Companies Make in Evaluating and Purchasing Customer Experience Software

Bold360

. “Organizations make many mistakes when selecting a customer relationship management solution. Without a doubt the biggest mistake is…” Assuming that a CRM solution should be selected prior to building out a comprehensive customer experience strategy.