Experience Rules! The Book

Having sat on both sides of the desk as experience management practitioners, executive leaders, and management consultants, the authors have seen first-hand what happens when organizations get customer and employee experience right: massive top- and top-and bottom-line growth, radical customer and employee loyalty, and more. 

They've also seen the catastrophic consequences of getting it wrong. Which is why they wrote this book—for those who want their organizations to become more customer-centric, and profit from it.

Offering a clear, practical roadmap, the book empowers experience leaders and executives to deliver transformative change within their organizations. It reveals the secret of integrating exceptional experiences into the fabric of everyday work, driving impactful results, and building resilience amid shifting market forces and evolving expectations.

“The XOS can help you get “unstuck” no matter where you are in the maturity of your efforts.”
Tabitha Dunn, Global Head of Customer Experience and Sales Technology for Hitachi, and Chair of the Customer Experience Professionals Association (CXPA)

“This book gets it right! A must read.”
John Danner, senior fellow, UC Berkeley Haas School of Business and Wall Street Journal best-selling author.

The authors blend proven methodologies with tangible real-world examples, providing essential tools and frameworks for creating unforgettable customer and employee experiences. 

These insights enable the delivery of powerful results at scale and present a roadmap to develop and enhance experience management capabilities and competencies. This guidance illuminates the path to uncovering new opportunities, winning and retaining customers, and securing a highly defensible competitive advantage.

Whether you’re an industry veteran or a novice to experience management, Experience Rules! is your invaluable companion for unlocking your organization’s customer-centric potential and future-proofing your brand.