CXpanda Approved Sources
Books
- Purple Cow -Seth Godin
- Customer What -Ian Golding
- Customer Experience (1,2 & 3)-Naeem Arif & International CX professionals
- The Experience Economy – Joseph Pine, James Gilmore
- Measuring Customer Experience – Philipp Klaus
- Get Them On Your Side – Samuel Bacharach
- Outside In -Kerry Bodine, Harley Manning, Josh Bernoff
- Thinking Fast and Slow – Daniel Kahneman
- The Wallet Allocation Rule – Timothy Keiningham , Lerzan Aksoy , Luke Williams , Alexander Buoye
- Decoded: The Science Behind Why We Buy – Phil Barden
- The Ultimate question (2.0) – Fred Reichheld
- Getting Naked:A Business Fable About Shedding The Three Fears That Sabotage Client Loyalty – Patrick Lencioni
- Loyalty Myths – Timothy Keiningham, Terry G. Vavra, Lerzan Aksoy, Henri Wallard
- Love Marks -Kevin Roberts
- Chief Customer Officer 2.0 -Jeanne Bliss
- On Purpose -Shaun Smith
- The Triple Bottom Line – Andrew Savitz
- Ten Principles Behind Great Customer Experience – Matt Watkinson
- Moments of Truth -Jan Carlzon
- Antifragile: Things That Gain from Disorder– Nassim Taleb
CX Stratedy
- Developing a customer experience vision | McKinsey
- What Is Customer Experience? | selecthub.com
- Customer Experience Strategy Design: A Quick Guide | Qualtrics
- So What Is CX Strategy Anyway? | forrester.com
- 4 Best Practices for Better Strategic Planning | WMEP Manufacturing Solutions
- What is a Customer Journey Map & Why is it Important? | Salesforce UK Blog
- Strategic Planning: 12 Common Mistakes (Part 1 of 2) | Vistage Research Center
- Common CX Strategy Mistakes and How to Avoid Them | alida.com
- 3 steps to future-proof your CX strategy | Brightly
- Prediction: The future of customer experience | McKinsey
- Top 20 Customer Journey Mapping Tools: An Overview | mopinion.com
- 75 Must-Know Customer Experience Statistics to Move Your Business Forward in 2022 | smartkarrot.com
- The CXPA CX Framework serves as the CCXP Exam Blueprint
- Customer-Focused Companies are 60% More Profitable | business2community
- 50 Stats That Prove The Value Of Customer Experience | Forbes
- CXPA Book of Knowledge | cxpa.org
Customer Journey
- What is customer journey mapping? | CX Network
- Customer Journey Maps: The Top 10 Requirements | Heart of the Customer
- Archetypes and Personas | Usability & Web Accessibility | yale.edu
- Best practices for building a customer journey map | MyCustomer
- A Practical Customer Journey Mapping Guide for CX Professionals | servicedesignshow.com
- Customer Journey Mapping 101 (Updated 2022) | Qualtrics
- Power-Customer-Journey-Mapping-2022.pdf | insights.hanoverresearch.com
- Seven common customer journey mapping mistakes to avoid | MyCustomer
- Create Customer Journey Maps That People Will Use | gartner.com
- Why Customer Journey Mapping Is Crucial In CXM | forbes.com
- Which Teams Should You Involve in Customer Journey Mapping? | cmswire.com
- The Customer Journey Mapping Software Market Will Be Driven | globenewswire.com
- CXPA Book of Knowledge | cxpa.org
CX Program
- What is a customer experience (CX) program? | Qualtrics
- How to Build a CX Program Roadmap | XM Institute
- CX Projects vs CX Programs: Why CX Professionals Confuse the Two | cmswire.com
- 3 Reasons Every Company Should Have a Customer Experience Program | driveresearch.com
- The Five Essential Elements of CX Program Governance | XM Institute
- 3 Ways to Design a Successful Customer Experience Program — and Why Most Miss Them | cmswire.com
- How Customer Experience (CX) programs can benefit organizations | qsys-ea.com
- Three Keys to CX Success White Paper | cxsolutions.com
- Prediction: The future of customer experience | McKinsey
CX in Latin America
- Latin America Market Studies | americasmi.com
- The 10 Most Customer-Focused Companies In South America | forbes.com
- Latin America is at the forefront in the ‘Customer Experience’ | impactotic.co
- Sponsor’s Content | Delivering Experiences That Win Business and Build Loyalty: Focus on Latin America | sloanreview.mit.edu
- Top Five Consumer Trends in Latin America | Euromonitor.com
- The connected customer experience | genesys.com
- Latam trends in Customer Experience 2022 | nanothinking.lat
- How does Artificial Intelligence empower customer service in Latin America? | pulse-latam.com
Net Promoter Score
- 5 things no one is telling you about Net Promoter Score (NPS) | praxisga.com
- Measuring Your Net Promoter Score | Bain & Company
- The Employee Net Promoter Syst | Bain & Company
- Sustained Leadership Commitment | Bain & Company
- How to Calculate Customer Lifetime Value Using Loyalty Economics | Bain & Company
- Predictive NPS | Bain & Company
- B2B, B2C and Net Promoter Score | Customer Experience Update
- Does Net Promoter Score Work for B2B Companies? You Bet It Does! | retently.com
- Net Promoter Score® Calculation | SurveyMonkey
- What Is Net Promoter? | netpromoter.com
- Net Promoter Score (NPS) | Bain & Company
- The Future of Net Promoter® | customergauge.com
- What is a Good Net Promoter Score? | retently.com
- Public sector reputation and net promoter score | springer.com
- Net Promoter System: Creating a reliable metric | Bain & Company
- What is a Good Net Promoter Score? | delighted.com
- NPS benchmarks: Compare Net Promoter Scores by industry | Delighted
- What is Net Promoter Score? (NPS) And How To Implement It | peoplepulse.com
- What is a Good Net Promoter Score? (2022 NPS Benchmark) | retently.com
- Highest NPS Scores: Best NPS Scores From Top Companies in 2023 | customergauge.com
- How to Connect With Passives and Turn Them Into Promoters | retently.com
- 2105_CalibratingNPSAcross18Countries_FINAL.pdf | qualtrics.com
- The Net Promoter Score® | Bain & Company | netpromotersystem.com
- Why NPS Should Not Be Your Only Customer Experience Metric | forbes.com
- The relationship between your revenue growth and net promoter score | rdigital.co
- Gartner Predicts More Than 75% of Organizations Will Abandon NPS |gartner.com
Return on Investment
- How To Prove The ROI Of Customer Experience | forbes.com
- How to build an investment case for customer experience | Qualtrics
- Value And ROI Of Customer Experience: The Step-by-step Guide | lumoa.me
- What’s The ROI Of CX Transformation? | forrester.com
- Customer Experience ROI: Definition & Tips | Qualtrics
- Proving ROI on Customer Experience (Part 2) | mcorpcx.com
- Calculate Customer Experience ROI: Reboot CX Investments and Unlock Lost Revenues | clootrack.com
- The ROI of Customer Experience: 20 Real-Life Success Stories | dangingiss.com
- Customer Experience ROI: 20 Inspiring Real-Life Examples from CX Leaders | CustomerThink
- ROI Is Not Enough: Considering CSAT, CLV And CAC When Measuring Success In CX | forbes.com
- The Business Impact Of Investing In Experience | business.adobe.com
Customer Centric Culture
- What Is Customer Centricity? (forbes.com)
- What is Customer-Centricity, and Why Does It Matter? | California Management Review (berkeley.edu)
- 32 Customer Experience Statistics You Need to Know for 2023 (superoffice.com)
- Case study: Building a customer-centric B2B organization | McKinsey
- 6 Ways to Build a Customer-Centric Culture | hbr.org
- How An Obsession With Customers Made Microsoft A Two-Trillion Dollar Company | forbes.com
- How to Build a Customer-Centric Culture for Highly Effective Teams | CustomerThink
- Six customer experience pitfalls to avoid | McKinsey
- The Future is ‘Phygital’: What Customer Experience Experts Need to Know | entrepreneur.com
Emotional Intelligence
- Customer experience is everything | PwC
- The Subconscious Mind of the Consumer | And How To Reach It
- Three Reasons Why Emotion Could Be The Most Important CX Indicator | forbes.com
- Emotional intelligence: the secret to a memorable customer experience | cxm.com.uk
- Emotional intelligence and CX | Customer Experience Magazine
- Understanding the Emotional Drivers Behind Customer Experience | cmswire.com
- Emotional intelligence: How salespeople with high EQ perform differently | mycustomer.com
- Emotional Intelligence Customer Experience Design | cxpa.org
- Using behavioural science to improve the customer experience | mckinsey.com
- How Closed-Loop Customer Feedback Improves Customer Experience | questback.com
- 4 Reasons Your SaaS is Failing to Create an Awesome Customer Experience | process.st
Employee Experience
- 4 Strategies To Become a More Employee-Centric Organization | Spiceworks It Security
- Employee Centricity: A New Approach to People Management | Glocalthinking
- Building Employee-Centric Companies – the What, Why, and How | Salesforce Blog
- 4 Benefits of a People-Centric Workplace | HR Daily Advisor | blr.com
- Employee-Centricity is foundational to Customer-Centricity | Alchemer
- Want Greater Employee Engagement? Build A Blended, Flexible, Workforce | forbes.com
- Five Best Practices For Fostering An Employee-Centric Culture | forbes.com
- “Employees want a voice”: research finds employees feel unheard at work | Business Leader News
- COVID-19 and the employee experience | McKinsey
- 7 Tips for Building an Employee-Centric Culture | AIHR
- This time it’s personal: Shaping the ‘new possible’ through employee experience | McKinsey
- Employee Engagement And Experience For The Post-Covid World | hrexchangenetwork.com
- Building Your Employee Experience Strategy -|Gallup
- Five Best Practices For Fostering An Employee-Centric Culture | forbes.com
- Creating the Best Organizational Structure for EX | Qualtrics
- Elevating Employee Experience By Embracing Diversity and Inclusion — By Lydiah Igweh | by Rafael dos Santos | High Profile Magazine | Medium
- ‘Back to human’: Why HR leaders want to focus on people again | McKinsey
