Here’s our list of the best Customer and Employee Experience, Customer Success books of 2020 2021, along with some of the year’s best Design, Innovation, and Diversity books – and other books we recommend.

This is our 2020/21 ‘’quarantine’’ list of best readings about Customer and Employee Experience, Customer Success, Innovation, and Design. The list features a great group of many new writers mixed with traditional ones. This year’s list also includes great European, Latino, and American authors. We hope you enjoy the list. I liked all of the books, and the list is not in order of preference, but in the order in which they were read. Let me know what you think. Below, we’ve also attached our previous lists for you to see. Enjoy these, and let me know what you are reading during your quarantine. Stay safe!

How to read this article: To get more information about each book, click on it’s title or the author’s name. All pictures are static.

• Overcrowded: Designing Meaningful Products in a World Awash with Ideas, by Prof: Roberto Verganti

• Ignore Your Customers (and They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience, by Micah Solomon

• Customer Empathy: A radical intervention in customer experience management and design, by Alex Allwood

• Leading the Workforce of the Future: Inspiring a Mindset of Passion, Innovation and Growth, by Brigette Tasha Hyacinth

  

• Leading Design: How to build a successful business by design!, by Jan-Erik Baars

  

• Radical Customer Empathy: An Introduction To The Empathy Framework Methodology™, by  Danya Shea and Bryan Noel

• The Customer-Driven Culture: A Microsoft Story: Six Proven Strategies to Hack Your Culture & Develop a Learning-Focused Organization, by  Travis Lowdermilk and Monty Hammontree.

• Employee Experience: Develop a happy, productive and supported workforce for exceptional individual and business performance, by Ben Whitter, Josh Bersin (Foreword)

• The Customer Success Economy: Why Every Aspect of Your Business Model Needs A Paradigm Shift, by Nick Mehta, Allison Pickens and Maria Martinez (Foreword)

• Solve Employee Problems Before They Start: Resolving Conflict in the Real World, by  Scott Warrick

 Ricardo Saltz Gulko, along with an amazing group of founding members, are creating the European Customer Experience Organization (ECXO) an open access free community, a European organization. Connect with us here for our launch in 2020/2021. Coming soon.

• WOW: Worlds of Wonder – experience design for curious people, by Erik Bär, Stan Boshouwer

• The Customer Experience Playbook: A Practical Guide for Customer Experience Leaders, by Jonathan Daniels

• The Startup’s Guide to Customer Success: How to Champion the Customer at Your Company, by Jennifer Chiang

• The Practical Guide to Experience Design: A Guidebook for Passionate, Curious, and Intentional People who Enjoy Designing for Humans, by Shannon E. Thomas

• The Ride of a Lifetime: Lessons in Creative Leadership from 15 Years as CEO of the Walt Disney Company, by Robert Iger

• Inclusify: The Power of Uniqueness and Belonging to Build Innovative Teams, by Stefanie K. Johnson, PhD

• Inclusion: Diversity, the New Workplace & the Will to Change, by Jennifer Brown

• The Inclusion Dividend: Why Investing in Diversity & Inclusion Pays Off, by Mason Donovan and Mark Kaplan

This next book is not directly connected with our subject, but I think the value for all of us is simply great, therefore, I decided to add it here. I have read many of Jeb Blount’s books; he just becomes better and better over the years. He is what I call a “no bullshit” kind of writer!

• Virtual Selling: A Quick-Start Guide to Leveraging Video, Technology, and Virtual Communication Channels to Engage Remote Buyers and Close Deals Fast, by Jeb Blount 

Explore lists of Best Customer Experience Books from prior years:

1. Customer Experience Best Books of 2019 – 2020 Readings https://www.eglobalis.com/customer-experience-best-books-of-2019-2020/
2. Best Customer Experience Books of 2018 and What to Look Out for in 2019 https://www.eglobalis.com/best-customer-experience-books-of-2018-and-what-to-look-out-for-in-2019/
3. 30 Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend! https://www.eglobalis.com/customer-experience-30-top-books-2017-expected-books-2018/

Extra Book Suggestions that Are Worth Reading – All Related to Experiences and Innovation (from last year’s list):

• Culture Your Culture: Innovating Experiences @ Work provides the much-needed “how-to” with Design of Work Experience (DOWE). Organizational culture isn’t just a hot topic – it’s an untapped asset and potential liability for all businesses. And yet, for all its potential to make or break, few know how to manage cultures with proficiency. This is an evergreen kind of book – one that you can always return to again and again. An amazing read authored by Karen Jaw-Madson.

• The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty, by Shep Hyken. When you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals. There’s a reason they call it a convenience store – because it’s convenient! An amazing book from an amazing author.

Ricardo Saltz Gulko, along with an amazing group of founder members, are creating the European Customer Experience Organization (ECXO). We are open now a open access new community.  CX is always evolving. Let’s Evolve Together subscribe  here : Subscribe here for our open community.

Thanks and I hope you  liked this list. Please share and stay safe!