Customer Experience Book Club

Having meaningful conversations with customers is key to providing great customer experiences. Not only do we provide the customer service platform that makes it all possible, but we’re providing a platform for people to have insightful discussions about all things customer experience. Be a part of our book club and join the conversation.

Every other month we’ll be hosting a CX-related conversation based on a selected book. And we’ll be moving around virtually, hosting live streamed sessions by a variety of leaders.

Join the conversation:

 

November 2019

Marketing to the Entitled Consumer: How to Turn Unreasonable Expectations into Lasting Relationships
By Dave Frankland and Nick Worth

YouTube Live Discussion at November 19, 2019 at 8:00 AM EST

Marketers face a paradox. Consumers expect your brand to know everything about them — who they are, what they want — and they expect you to deliver instantaneously. But ad saturation and inbox clutter make them resent everything markets do. In this environment, traditional approaches just won’t cut it. Marketing to the modern day consumer demands a new strategy: consumer-first marketing. This book, featuring a foreword by NFL Hall of Famer Steve Young, is the first to lay out how to do it.

The book discussion will be aired live on YouTube at 8:00 AM EST.

Follow the conversation on social using the hashtag #KustomerBookClub.

January 2020

Enable Better Service: A Customer Service Contact Center Story of Breaking Away from the Norm Through Creativity, Technology and Innovation
By Aarde Cosseboom

YouTube Live Discussion with the author Aarde Cosseboom on January 23, 2019 at 7:15 PM PST | 10:15 PM EST

Not everyone looks forward to calling a contact center. Most people don’t pick up the phone and smile from ear to ear in anticipation for those ‘press 1 for…’ and ‘average wait time is two minutes’ automated messages. Contact centers are complex and often an afterthought for many companies. This is especially apparent for companies that grow quickly and are in the most need of an efficient way to answer customer questions. This book will lay out the steps to turn your contact center into a well-oiled machine that can help you save on the bottom line. You will find technology strategies, insights on how to select and engage with partners, learn how to recruit and maintain a high level of talent on your team, and more.

The book discussion will be aired live on YouTube at 7:15 PM PST | 10:15 PM EST live from Los Angeles, Calif. with the author Aarde Cosseboom.

Follow the conversation on social using the hashtag #KustomerBookClub.

FAQs

How can you stay up to date? Here are a few Book Club FAQs to guide you.

Are we reading only books about CX and customer service?

Not necessarily. Well keep it in the general area, but there are so many facets to customer experience that we’ll go beyond to include books related to customer service, personalization, perhaps even automation.

Are you taking recommendations?

Absolutely. And we’re taking those requests through Goodreads. Join our community group to participate. You’ll be able to see past, current, and contribute your suggestions on books to add, even add your own review to keep the conversation moving.

When will the next book be announced?

We’ll announce a new pick every other month right here on this page. And if you’re subscribed, you’ll receive an email to keep you up to date. We’ll also post it on Goodreads.

Past events

September 2019

On September 4, 2019, we discussed “The Effortless Experience: Conquering the New Battleground for Customer Loyalty” by Matthew Dixon, Nick Toman, and Rick DeLisi live on Facebook. Watch our last discussion here.

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