Customer Experience is a Team Sport.
Our book CXTS™ - Customer Experience is a Team Sport is now available on your local Amazon marketplace.
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What’s this all about?
CXTS™- Customer Experience is a Team Sport: A practical playbook to operationalise CX across your entire organisation.
CXTS™ - Customer Experience is a Team Sport is a practical playbook to help leaders move beyond siloed departments, misalignment and confusion to build a holistic, organisation-wide CX practice that delivers value for both customers and the business.
CX leader and former World Champion athlete Melanie Disse draws on two decades of high-performance sport and customer experience leadership to show why exceptional CX needs clarity and shared accountability. Drawing on hard-won lessons from the field, Melanie introduces a practical framework and the CXTS™ operating model, giving you the tools to build, align, and mature your CX practice from the ground up.
This is a hands-on book for CX practitioners, business leaders, and anyone who wants their organisation to stop talking about CX and start delivering it: together, as a team.
Inside, you'll discover:
Why CX is often misunderstood.
Why siloed organisations create fragmented customer experiences.
Why CX needs clarity and shared accountability.
The role of the CX function as the organisational coach.
The five pillars of the CXTS™ Operating Model.
Practical guidance for building and maturing a CX practice.
How to turn customer insights into action.
How to connect CX efforts to customer and business performance.
This is not a book about how one team can "own" CX.
It's a playbook for how the whole organisation can work together.