Customer Experience is a Team Sport.
Our book Customer Experience is a Team Sport is due to be released later in 2026!
We’re super excited and we hope you are too!
Register your interest today and we’ll let you know when the book becomes available.
The CXTS™ Book
Customer Experience is a Team Sport: A practical playbook to operationalise CX across your entire organisation.
Our book CXTS™ - Customer Experience is a Team Sport explains the thinking behind the concept, and also introduces the framework and operating model, helping CX practitioners and business leaders understand why customer experience so often struggles to deliver its promise, and what organisations can do differently.
Drawing on Melanie's experience as a CX leader, consultant, international speaker, and former World Champion athlete, the book combines practical CX guidance with lessons from high-performance sport.
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.