The Customer Experience Revolution

The Customer Experience Revolution has started—a shift in dynamic that has changed the customer-business relationship forever.


Beyond branding, beyond customer service, beyond product usability—it is the complete customer experience that determines business success.


The Customer Experience Revolution looks at some of the leading CX companies today: Apple, Amazon, Starbucks, and Intuit, along with others large and small. The book shows how these companies have profited from a clear focus on creating and delivering exceptional customer experience.


Research from independent firms makes it clear that customer experience is the “new currency of business.” This book gives the principles of creating great customer experience and shows how any company can—and should—be part of The Customer Experience Revolution.


“The Customer Experience Revolution is a book that everyone who wants to succeed in business must read.”

—Todd Robinson, Founder and Former Chairman, LPL Financial


“Companies that delight their customers outperform their peers. This guidebook tells us why and how they do it.”

—Larry Tesler, Larry Tesler Consulting, former VP and Chief Scientist, Apple


“This book is a must-read for anyone in the product delivery value chain.”

—Daniel Rosenberg, SVP Product UX, SAP