Customer Experience 3, published in 2021, is a collaborative book among 28 CX professionals, sharing their expertise in the field.
The book was #1 in the UK and the US and reached best-selling status in several other countries, including Germany.
My contribution to the book is entitled
Experiences Don’t Matter; Memories Do!
In it, I explore why customer experiences have been getting worse and worse despite all the brilliant minds and budgets thrown at it, and explain why memories are the missing piece of the puzzle and how you can make good use of them.
You can find the book in paperback and Kindle on Amazon.