Punk CX book review Adrian Swinscoe CT
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Punk CX: Book Review

Adrian Swinscoe writes on customer experience and customer service for publications like Forbes and the BBC. Punk CX is his second book covering the topic of CX. We've all read books where the author has hit upon a good business idea and…
feedback frenzy customer survey economy

Feedback Frenzy

One of the most interesting conversations we've heard regarding the feedback economy came from The Bottom Line radio show and podcast on BBC Radio 4. The proliferation of review sites like TripAdvisor and TrustPilot (often called the 'Feedback…
Quirkology book review header
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Quirkology: Book Review

So, this month we've taken a wander through Richard Wiseman's book Quirkology: The Curious Science of Everyday Lives. Richard Wiseman is a truly interesting scientist and psychologist. He explains complex points on human interaction in an…
Rebel Ideas Matthew Syed Review
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Rebel Ideas: Book Review

I loved Matthew Syed's book Black Box Thinking, (which we reviewed here) so I was excited to get stuck into his new offering, Rebel Ideas: The Power of Diverse Thinking. Syed was recently appointed to a very diverse board of thinkers advising…
The Power of Moments Book Review
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The Power of Moments: Book Review

This month, I've been reading Chip and Dan Heath's really excellent book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact. This is a thought-provoking book, packed with case studies and stories but also fielding a…
Customer Experience 3.0: Book Review
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Customer Experience 3.0: Book Review

Ahead of our visit to Forrester’s annual CXNYC event in June, I spent a long-haul flight taking notes from John A. Goodman’s Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service. Drawing on over 40 years of experience…
How to Wow: Book Review
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How to Wow: Book Review

This month we review the excellent How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing by Adrian Swinscoe. Adrian is an ex-teacher, economist and manager with experience in organizations such as Shell, the FT and the…
Subscribed book review
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Subscribed: Book Review

I've rarely been more fired up to write a book review for our blog than the moment I finished Subscribed: Why the Subscription Model Will Be Your Company's Future - and What to Do About It by Tien Tzuo, Founder and CEO of Zuora. For several…
A sneak preview of new book Helpdesk Habits
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A sneak preview of the new book Helpdesk Habits

Today we're delighted to bring you a guest post from Mark Copeman, one of CT's original founders, as he launches his new book, Helpdesk Habits, a business book which aims to help Service and Help Desks to operate at the top of their game. It…
Doughnut Economics: Book Review
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Doughnut Economics: Book Review

Kate Raworth is an Oxford University-based economist who specializes in writing about the specific challenges the 21st century brings with it. Her recent book, Doughnut Economics gives an insight into many of the modes of thinking the upcoming…
The Cyber Effect review
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The Cyber Effect: Book Review

Mary Aiken works in the fascinating field of Cyberpsychology. Her career spans roles at the prestigious University College Dublin, the Cyberpsychology Research Network and Europol's Cybercrime Center. She has also trained at the White House,…
Finding My Virginity review
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Finding My Virginity: Book Review

Few businesspeople live long enough, or have enough success after their first autobiography, to write a second. As with many things in his life, Richard Branson is the exception to the rule. Branson's original autobiography Losing My Virginity was…