Customer Experience 2
Global #1 best-seller book available now
"An invaluable resource for
all CX professionals"
Customer Experience 2 tops the charts as the #1 best selling book on Amazon e.g. in the “Customer Service” and “Consumer Behaviour” categories in multiple countries (USA, UK, Canada and France, etc),
making the co-authors Best Selling Authors on three continents.
One can hardly surf the internet, read the news, or watch entertainment these days without encountering a mention of Customer Experience – not surprising given the 165 million Google search results on the topic. CX has become the epicentre of all business strategies.
The extraordinary growth of interest also creates new questions: What is CX, and what is not? What are proven, real-world CX practices? How is CX similar and different throughout the world? What is needed next to advance the practice of CX? The answers to these and other current questions can be found in the Customer Experience 2 book.
“There has never been a more important time for a book like ‘Customer Experience 2’. The global impacts of COVID-19 challenge every business to focus on what’s most important – building and maintaining a positive customer relationship.
The authors present authentic voices and perspectives based on practical CX experience. You can trust that this book is built on a solid foundation, with accomplished guides who have met the professional standards for the practice of CX.”
- Greg Melia, CEO of the Customer Experience Professionals Association (CXPA)
Understand your customers
and how to grow your business with CX
No fear. No doubts. This is the wake-up call you have been waiting for.
"Not only is Sirte Pihlaja a compelling CX Professional, she is an innovative CX Professional. Her approach to using Lego Serious Play to drive innovative thinking is infectious – reading about her approach in CX2 is both informative and hugely enjoyable."
- Ian Golding, Global Customer Experience Specialist, CCXP
Get Ready, Get Serious, PLAY!
What is the role of PLAY in BUSINESS?
Featuring the only Nordic writer of this book!
"We all need to find out how to tap into the inner child within us and become more creative for businesses to grow. There’s no other way to come out of this crisis than to allow ourselves space to think differently. We can’t go back to the old, so let’s embrace the new normal."
- Sirte Pihlaja, CEO, CCXP, Trained Facilitator of LEGO® SERIOUS PLAY®, Shirute Ltd
Take part in a Shirute CX Play workshop to see what is means to
give your brain a hand and how much you can learn.
Sirte Pihlaja, the CEO of Shirute, is a Finnish CX/EX expert, who has been evangelising CX all over the world during the last 25+ years. Her passion is using creative methodologies in designing great CX and EX. That is why she wrote about customer-centric culture and on the Role of Play in Business.
In her chapter, she introduces LEGO® SERIOUS PLAY® - a methodology that LEGO created for themselves when they needed to renew their business, as they were facing significant financial difficulties, not very much unlike the present.
"Sirte provides a different approach for developing customer experiences, business strategy and employee experiences. She has listed a variety of example cases where playing with LEGO bricks can be useful.
I strongly believe that when you let go of too much self-control and play with the LEGO, you can end up with more imaginative outcomes than by always seeking rational solutions. Based on my own experience, building with LEGO added to the communications and sense of community of our team, in addition to having a fun time and developing better practices. Next time, we could go through our customer journey with LEGO minifigures."
- Sanna Vatjus, Head of Customer Experience, Finavia Corporation
Get to know Customer Experience 2
Strategies and Insights
For Impact & Visibility
In their newly released book, twenty-four international Customer Experience (CX) professionals share their current best-thinking, strategies and insights for achieving impact and visibility using world-class, best-practice CX principles. This book is packed with frontline experience, insight and value for anyone wanting to enhance the customer experience in their organisation dramatically.
Learn Best Practices
From Around The World
The book covers a range of topics including: customer-centric culture, organisational adoption and accountability, VoC insight and understanding, CX design and improvement, CX metrics, measurement and ROI, and CX strategy. These are all themes which are critical in making a company genuinely customer-centric and allowing for business growth.
Best Thinking From
24 CX Professionals
The contributors are experienced, qualified and certified CX experts including Greg Melia (CEO CXPA), Ian Golding (Editor), Naeem Arif (Editor), Marleen van Wijk, Sirte Pihlaja, Stefan Osthaus, Daniel Hoff-Rodrigues, Gayana Helder, Olga Guseva, Ruth Crowley, Spiros Milonas, Olga Potaptseva, Nick Lygo-Baker, Richard Jordan, Stacy Sherman, Bruno Guimarães, Betül Yılmaz, Michelle Badenhorst, Patricia Sanchez Diaz, Alec Dalton, Janelle Mansfield, Christopher Brooks, Hannah Foley, Umer Asif, Sarb Rana, Sharon Boyd and Katie Stabler.
Now Also Available:
Customer Experience 3
The anticipated follow-up third volume of the best-selling Customer Experience book series is yet another masterpiece by twenty-eight international Customer Experience professionals. This book is packed with frontline experience, insight and value for professionals wanting to dramatically enhance the customer experience in their organization. Customer Experience 3 is available on Amazon.
Sirte Pihlaja (CCXP, Trained Facilitator of LEGO® SERIOUS PLAY®) is the CEO of Shirute Ltd, the first customer experience agency in Finland. She is an internationally recognised CX/EX expert, coach, keynote speaker, designer and strategist with over 25 years of experience in advising large corporations and brands in various industries and countries.
Sirte is the leader of CXPA's Finland network, member of the International Advisory Committee and one of CXPA's founding members. She was one of the first Europeans to have been certified as a CCXP.
Customer Experience 2 is her second book on people experiences.
When Sirte is not playing with LEGO bricks with her clients, she is passionately championing CX in the Nordics and beyond and is a familiar face in international CX Awards juries and conference stages.
Sirte Pihlaja was recently recognised as a TOP 150 Global Customer Experience Thought Leader. The CXPA has also awarded her the Extra Mile Award.
Understand your customers
and how to grow your business with CX
No fear. No doubts. This is the wake-up call you have been waiting for.
"In our busy lives we tend to forget about happiness and creativity. In her piece about Lego Serious Play, Sirte Pihlaja has reminded us about the benefits of play and why it can be important for business.
Growing up, we are thinking that creativity is something to discuss in the kindergarten or at the arts school, as the office is a place for "real work". But LSP is here to help us sort out the real-life problems unconventionally, bringing all of ourselves into this – both mind and soul, and coming up with truly innovative solutions.
Thank you, Sirte, for bringing the CX community’s attention to this tool and all the bonuses it brings to us."
- Elena Rozanova, Business Development and Customer Experience Director, Colliers International
Interviews & Keynotes
Listen to our experts talking about
People Experiences and the Role of PLAY in Business.
Are you still “playing around” with your CX initiatives? Maybe it’s time you took your CX play more seriously! Listen to my thoughts on this episode of All Things Considered CX with Bob Azman by Innovative CX Solutions and the CX of M Radio podcast network. During our podcast, I shared our approach in utilizing this technique as well as other nuggets of wisdom gained from my over 25 years of experience in advising large corporations and brands in various industries and countries.
Episode 3 of the CX Mechanic introduces Sirte Pihlaja CXPA lead from Finland and CEO of Shirute a CX and EX consultancy. In this episode we look at Lego Serious Play and the benefits of play in CX innovation, design and creativity.
In this interview, I joined Adrian Swinscoe from Punk CX Podcast to talk about happiness, creativity, why we need more fun in our business and CX lives, Lego and some serious playing.
I joined @worthix CMO Mary Drumond to talk all about using play to unlock creativity in the workplace and why it is both important and beneficial to have in any line of work.
In my talk, I share my ideas on how to build a playful business culture. I am a passionate creative methodologies facilitator, and love to explain how LEGO Serious Play can be used to design better customer and employee experiences through CX Play. Would you like to grow a sustainable business in a fun and exciting way? Then this talk is right up the alley for you!
We had a great talk with Neal Topf & Paul Catherall to talk about my chapter in the best-selling Customer Experience 2 Book, and the role of PLAY in business in the newest episode of the Fireside Chats Without The Fires Podcast. In this interview, I explain the huge benefits of LSP, how using LSP correctly is like putting money in the bank, achieving more with less, and the benefit of giving your brain a hand.
In the Customer First Show, we hear from experts and practitioners about how to put customers at the heart of your business.
In this episode, I talk to Finland’s premier CX Ambassador, Sirte Pihlaja, who tells us about her concept, using Lego to make people open their creative sides.
Sirte Pihlaja, bestselling author and CX expert, can be found here: linkedin.com/in/sirte
The Customer First Show is a series of interviews with global CX experts who share their knowledge and insights on CX best practices hosted by Naeem Arif - CX enabler and business transformation consultant.
Watch the talk: https://bit.ly/cx2book-customerfirstshow
Listen to the podcast: http://bit.ly/cx2book-cfs
What is the role of PLAY in business? BIG time. We all need to find out how to tap into the inner child within us and become more creative for businesses to grow. There’s no other way to come out of this crisis than to allow ourselves space to think differently. We can’t go back to the old, so let’s embrace the new normal.
Sirte Pihlaja, the CEO of Shirute, is a Finnish CX/EX expert, who has been evangelising CX all over the world during the last 25+ years. Her passion is using creative methodologies in designing great CX and EX. That is why she wrote in the best-selling Customer Experience 2 book about customer-centric culture and on the Role of Play in Business. She introduces LEGO® SERIOUS PLAY® - a methodology that LEGO created for themselves when they needed to renew their business, as they were facing significant financial difficulties - not very much unlike the present.
Tiedätkö, mikä merkitys leikillä ja luovuudella on asiakas- ja työntekijäkokemuksen sekä kannattavan bisneksen kehittämisessä?
Luovuus, leikki ja kyky ajatella laatikon ulkopuolelta ovat kriittisiä menestystekijöitä mille tahansa organisaatiolle, joka on kiinnostunut asiakkaistaan. Näitä kyvykkyyksiä tarvitsee myös jokainen työntekijöidensä hyvinvoinnista välittävä yritys. Jos siis teillä halutaan paitsi selviytyä, myös menestyä nyt ja tulevaisuudessa - kannattaa kuunnella mitä ajatuksia jaoin aiheesta webinaarissamme.
Katso puheenvuoro: http://bit.ly/cxplay-webinar-shirute-virnex
Tutustu Shiruten Tosileikkiin: http://www.cxplay.fi/
Ian Golding interviews Sirte Pihlaja of Shirute about her greatest passion, People Experiences and LEGO(R) Serious Play(R). In this discussion, Sirte talks about the chapter she wrote in the Customer Experience 2 book on the importance of PLAY in business.
In this episode we meet up with Sirte Pihlaja to hear about the CX value of Lego Serious Play (LSP). The creative workshop technique is proving a hit with corporate audiences enabling colleagues to unlock their inner creativity and build better solutions.
As CEO of Shirute in Finland, Sirte has trained to become a specialist at running Lego Serious Play workshops.
We hear how the technique is helping companies to tackle all manner of challenges, but it proves particularly useful to visualise customer experience scenarios and improvements.
Sirte, along with the CX Superheroes host Christopher Brooks is a contributor to the latest edition in the Customer Experience series. Sirte covers LSP in her chapter in Customer Experience 2.
Sirte is another of my fellow co-authors, whose chapter talks about CX and Lego Serious Play! Sirte is based in Finland, running a CX Consultancy called Shirute: https://www.shirute.com/en
In this episode, we talk Lego (which I'm personally obsessed with), the D.O.T principles and how we can do more to understand young people.
This is one of my favourite episodes, based on not only the topics, but the experiences, we can all make in our own businesses and lives.
Feel free to connect with Sirte via LinkedIn!
Join Sirte Pihlaja, CEO at Shirute and leader of CXPA's Finland network, as she introduces you the core concepts of LEGO® Serious Play® to change how you think about building a customer-centric culture. You will be introduced to the toolbox of LEGO® Serious Play® and CX Play®. Sirte will explain how to solve complex challenges, turn the abstract to concrete and achieve a common customer understanding using play and creativity.
“You can discover more about a person in an hour of play than a year of conversation.”
- Plato, Athenian philosopher
"Sirte has an inspiring approach on the importance of play in developing creativity, a theme which is both important and current in the challenges of our changing world. The text is well written and easy to digest."
- Nora Lappalainen, Project Designer, Novetos
Here are the answers to some frequently asked questions:
But what if I don't have a Kindle?
You don't need the Kindle device to read the CX2 book in digital format. There's an app for that! You can get the Kindle app for your iPad, iPhone or other mobile devices and enjoy reading the book before anyone else does.
Can I get Customer Experience 2 as a paperback?
Yes. Just login to Amazon and search Customer Experience 2 for the paperback edition.
Is there a Customer Experience 3 book?
CX3 is available on Kindle and as a paperback on Amazon shortly. You can already pre-order the Kindle version, with a launch date on March 25th, 2021. Get yours NOW!
What is LEGO® Serious Play®?
LEGO® Serious Play®is a facilitation methodology developed at the LEGO Group. Since 2010 it is available under an open source community-based model. Its goal is improving creative thinking and communication.
Why LEGO® Serious Play®?
The LEGO® Serious Play® method challenges your critical thinking in the most enjoyable way possible. It has been developed to ensure that organisations are able to problem solve as a team.
What can LEGO® Serious Play® be used for?
The LEGO® Serious Play® method has been used internationally for many years, to develop the business for a variety of companies and organisations. The results speak for themselves. LEGO® Serious Play® changes the way people think and aims to develop businesses in a whole new way. For more examples, read Sirte Pihlaja's chapter in the book Customer Experience 2 or visit our website at www.cxplay.fi.