Customer Experience is a new topic for many of us and although it feels like we just discovered it a few years ago, it really has been with us for many years. We are just redefining it now in the fast-paced digital world that surrounds us. We know that CX can feel overwhelming at times. Here you can find the resources that we are using to keep up with the change in Customer Experience. We feature courses we take, books we read or any resource of information that we find useful. We hope that we are able to demystify the topic of Customer Experience for you. Happy learning!

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Rutgers Customer Experience Course

Rutgers Customer Experience Certification Program

Delivering great customer experiences has become a top priority for many companies. Given the increased focus, employees with CX skills are in great demand. While on the job training and reading books provide great learnings, completing a formal education program can accelerate one’s knowledge. Earlier this year, I began exploring academic programs that would expand my understanding of CX best practices as well as provide an opportunity to meet people (Continue Reading…)

Jargon Dictionary

Have you ever been overwhelmed by jargon or felt out of the loop because of the trendy business terms thrown around by consultants and executives?  You must check out this Jargon Buster from Smith + Co. This is the most comprehensive digital dictionary we have seen that can help you learn what the acronyms stand for and hopefully change your own vocabulary. If you are interested in finding a role in Customer Experience it will be important both to have some of those terms in your linked in profile and in your language when you present yourself at interviews. Enjoy learning the language of DoingCXRight!

Uncommon Service

The Uncommon Service is not a book that will tell you anything you do not intuitively know already, but it is structured in such a methodical and elegant way that it makes it very easy for any professional to rethink their organization though the lenses of Frances Frei and Anne Morriss. Enjoy this easy read and look at your organization in a critical way to understand better what can you be great at and what can you be “bad” at in order to achieve greatness.

The Effortless Experience (book)

“The Effortless Experience” will give you a great competitive advantage in the human capital market place. It is a must read if you want to learn more about the customer experience metric that is mostly correlated to increase in revenues. This book will take you beyond CSAT (customer satisfaction scores) and NPS (net promoter score). Even if you do not agree with Matthew Dixon, you should know this approach. You never know. Your boss might believe in effort scores? We refer to this book in our “CX Bold Moves: Mobile provider eliminates remote workforce” post.

Image via Amazon

Chief Customer Officer 2.0 (book)

Jeanne Bliss wrote a fantastic introductory book, Chief Customer Officer 2.0, that we highly recommend for anybody who is interested to learn more about the value of investing in customer experience. This book is also great for anybody who is just starting a new role in customer experience, either as a Director and above or as an individual contributor/facilitator. We referenced Jeanne Bliss’s work in our post “How to talk to your CFO about customer experience and revenue growth.” You will not regret reading this book!

Image via Amazon

Outside In

We highly recommend Outside In for any novice in the field of Customer Experience. It is a very easy read that lays out the foundations of the field and walks you step by step in a methodical way how to set up, manage, and solidify a customer-centric mindset in an organization. The book also walks us through the most common pitfalls of setting CX wrong and how to avoid them. An excellent and easy read!

2017 Consumer’s Voice Report

If you are looking for insight into consumer expectations, The Consumer’s Voice: Opinions, Perceptions and Expectations, from the Customer Experience Management Benchmark Series, produced by COPC and Execs in the Know, is a must read. Purchase and download the report and read more about the findings from this group of intelligent and insightful customer experience thought leaders.

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