I am incredibly proud to be one of the authors and to appear in the same book as the thought leaders of the Customer Experience (CX). Thanks to Karl Sharicz (CX-PRO, EdM) for your oustanding effort putting it together and your vision for the book!

📘 Book Summary

“CX-PRO – Beyond the Basics” by Karl Sharicz (CX-PRO, EdM) Sharicz is the second book in the CX-PRO series (“CX-PRO: A Practical Guide for the New Customer Experience Manager” is the first book) and is aimed at guiding professionals who have already grasped the fundamentals of Customer Experience Management (CXM) into a more advanced understanding of the discipline. It’s a collaborative effort by sixteen seasoned CX professionals who provide insights into mastering CX in a modern business landscape driven by technology, globalization, and consumer empowerment.

📖 Contents of CX-PRO: Beyond the Basics
1. Aligning CX with the C-Suite by Patty Soltis
2. CX From a Frontline Perspective by Scott Gilbey
3. Building CX Resiliency Through Self-Care by Jerry Seufert
4. Delivering on the Customer Service Experience (CSX) by Alex Mead
5. The Net Promoter System (NPS) Done Right by Jim Bass, CCXP CX-PRO
6. Data Inventories for Better Experiences by Gary David
7. The Art & Science of CX Storytelling: Techniques for Change and Connection by Judy B.
8. The Emerging Role and Importance of Al in Managing the Customer Experience by Marc Mandel, CCXP
9. The CX Professional as a Trusted Guide by Mark Slatin, CCXP
10. Using CX to Act by Ken Peterson
11. Networking and Professional Advancement by Greg Melia, CAE
12. Customer Progress Design (jobs-to-be-done) by Eckhart Boehme
13. Quality Approaches to Customer Experience Management by Alec Dalton
14. Understanding the Human Element in CX by Mark Borst
15. The Power of Employee Experience by Rich Dorfman, MBA
16. Customer Experience Career Paths: How to Find a Job in Customer Experience by Laurie Gray