The Blog

Half the books on the recommended-CX-reading lists are recycled consulting deck. The other half quietly change how you think about customer experience. Here's the regularly-updated list of the most popular CX books, ranked by Amazon ratings, split into generalist and tools-and-methodology — so you can pick the one that's right for what you need now.

When a big B2B opportunity goes the other way, you've spent six to twenty-four months on it — and the cheapest way to learn is a win/loss interview. The questions you ask decide whether you get usable insight or just polite hindsight. Here are the 13 must-have questions, the ones to avoid, and where each fits in the interview flow.

Losing a big B2B deal is expensive — and it's also a teachable moment most sales teams skip. Win/loss interviews salvage real learning from the loss, but only if they're done as interviews not surveys, and by someone other than the rep who lost the deal. Here's the full process, with the rules that keep the interviews honest.

Zip Water UK lifted NPS from +2 to +73 in three years — without making NPS a KPI or linking it to bonuses. They drove the change through CX culture and relentless root-cause analysis instead. Here's exactly what their CX lead and managing director did, in reproducible steps, with the trend chart to back it up.

SMS keeps showing up in customer experience programs because the open rates and response times are hard to argue with. Used badly, it's an interruption. Used well, it's a convenience customers come to rely on. Here are seven concrete ways to deploy SMS that improve B2B customer experience without becoming a nuisance.

B2B marketing automation can quietly become so complex that nobody knows what messages a customer actually receives — a major insurance client of ours had to create a dummy customer just to find out. Here's how to choose a B2B marketing automation platform you can actually manage long-term, with the five top contenders (HubSpot, Marketo, Pardot, ActiveCampaign, Eloqua) compared honestly.