Eight great reads for CX professionals

I’ve always been struck by the interest people show in case studies, contextual research or learnings from outside the industries in which they work. It’s a sign that we all sometimes get bogged down in day-to-day tasks and that we need to look beyond the narrow boundaries defined by our current role. The problem is that we don’t have sufficient time to comb through libraries of information that may or may not be interesting/useful/relevant to our jobs. So I thought I’d post some links to a number of different sources that I’ve found invaluable when discussing Customer Experience with our clients in recent months. If you have any suggestions for me please don't hesitate to send them through.

  1. The Edelman Trust Barometer 2017 - This year’s report of consumer trust in four core institutions (media, government, NGOs and business) shows a dramatic decline of trust in the UK. It reinforces the view that the general population no longer trust institutions whose influence is correspondingly depressed. Consumers now trust their own circles of friends and family more than brands and business. (See also Nielsen 2015 Trust in advertising survey)
  2. Jeff Bezos letter to Amazon shareholders - These are terrific reads and you can find every shareholder letter (back to 1997) here. They have one consistent theme – an obsession with customer. Read them all to understand how this unwavering principle guides the company. If you’ve only got time for two read the 1997 letter from which it all stems and the latest (2016).
  3. 'Thank you for Being Late'. An optimist’s guide to thriving in the age of accelerations - At 320 pages this is no quick read but it’s a compelling analysis of how our lives are being transformed by the planet's three largest forces - Moore's law (technology), the Market (globalization), and Mother Nature (climate change and biodiversity loss) – all of which are accelerating at once. US journalist Thomas L Friedman also offers an optimistic view about how engendering a sense of community can tackle these threats.
  4. Customer Service Trends for 2017 - Published by the Institute of customer service – a short review of what they believe are the key trends in 2017.
  5. UK Customer Satisfaction Index - Again published by the Institute of Customer Service this is a biannual report on the state of customer satisfaction in the UK.
  6. The Consumer Action Monitor 2017 - An annual survey (now in its fourth year) of the British public’s preparedness to complain when they are on the receiving end of poor service. It shows how, as a nation, we are becoming less reticent about complaining and also highlights the cost to business of complaints.
  7. 2017 Global Customer Experience Benchmarking Key Findings Report - Frequently cited by industry analysts and quoted by the media, Dimension Data’s Global Customer Experience Benchmarking Report is widely acknowledged as the most useful, authoritative, and comprehensive report of its kind. It’s designed to provide a single point of reference on key aspects affecting customer interaction management within today’s CX industry.
  8. Econsultancy’s 2017 Digital Trends report - Published in association with Adobe, the report is now in its seventh year. It confirms that Customer experience is regarded as the primary way for organisations to differentiate themselves from competitors in 2017, but data capabilities aren’t developing fast enough.

Happy reading.

And let me know what you think of the material I've suggested

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