10 Essential Books for CX Leaders in 2023

Qualtrics has published a list of 10 “must read” books for consumer experience leaders. For more on each book, go here to download the list.

Built To Win: Designing a Customer-Centric Culture that Drives Value for Your Business,
by Annette Franz

Think Again: The Power of Knowing What You Don't Know
by Adam Grant

Experiencing Design: The Innovator's Journey
by Jeanne Liedtka, Karen Hold, and Jessica Eldridge

Empathy in Action: How To Deliver Great Customer Experiences at Scale
by Tony Bates and Natalie Petouhoff

Define and Deliver Exceptional Customer Service: Proven Strategies To Maximize Your Profits
by Kelly Henry

A Complaint Is a Gift: How To Learn from Critical Feedback and Recover Customer Loyalty
by Janelle Barlow

The Four CX Pillars To Grow Your Business Now: The Customer Experience Manager Playbook
by Adrian L. Brady-Cesena

Uncopyable: How To Create an Unfair Advantage Over Your Competition 
by Steve Miller

The Intuitive Customer: 7 Imperatives for Moving Your Customer Experience to the Next Level
by Colin Shaw & Ryan Hamilton

Do B2B Better: Drive Growth Through Game-Changing Customer Experience
by Jim Tincher