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Customer Experience 5
"CX is now a focal point for every business that serves customers."
As a disciple of Customer Experience, it’s imperative to integrate it into every aspect of decision-making to ensure customer-centric outcomes. In today’s business landscape, companies not prioritizing CX put themselves at a significant disadvantage. The best-performing companies globally owe their success to delivering exceptional customer experiences —
there’s no doubt about that.
“In our fifth edition, we’re thrilled to present 18 contributions
from professionals worldwide, offering their current best
thinking on achieving world-class best practices.
The series’ success lies in the diversity of voices represented,
moving beyond the traditional consultants to include those
who are actively shaping CX on the ground.”
- Naeem Arif, Founder of the CX book series, Customer Experience 5
Get ready to serve machine customers
and discover new business opportunities
Be fearless. Ensure you have the right skill set. This will be the biggest transformation you will witness in business.
Redefining Engagement: Navigating
the Era of the Machine Customers
Discover the profound impact of Machine Customers on businesses and how to effectively engage with this growing segment to stay ahead of the competition.
"Remarkably, more machines are ready to function as customers than humans. Billions of IoT devices are poised and intelligent enough to assume the role of your customers. From a business standpoint, Machine Customers may even be superior customers, unwavering in their reliability and commitment to making purchases. This phenomenon represents an unprecedented growth opportunity for virtually every industry."
- Sirte Pihlaja, CEO, CCXP, Trained Facilitator of LEGO® SERIOUS PLAY®, Shirute Ltd
Take the International CEM Benchmark to see where you stand compared to your peers in Customer Experience Management.
Hear from us what you should do next to begin or advance on your CX Transformation journey.
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.
In her chapter, you will learn the necessary skills and strategies to navigate the upcoming surge of Machine Customers and maintain a balance between embracing digital advancements and human interaction.
Get to know Customer Experience 5
The Anticipated Follow-Up To
Best-Selling CX Book Series
In the fifth bestselling outing, Customer Experience 5, eighteen 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 is the much anticipated follow-up fifth volume packed with frontline experience, insight and value for professionals wanting to dramatically enhance the CX in their organization.
In late 2021, CX3 was ranked in Qualitrics Top Ten must-read CX books. They said: "These frontline professionals’ personal take on Voice of the Customer (VoC) insights, customer-centric culture and more gives you global insights without having to leave your desk."
Customer Experience 1 and Customer Experience 2, Customer Experience 3 and Customer Experience 4 are also available on Amazon.
Best Practices & Insights
By a Community of CX Thinkers
The book covers a range of topics including:
A Collaboration By
18 CX Professionals
Contributors are experienced, qualified CX experts including Sirte Pihlaja, Marc Karschies, Gabriela Geeson, Diane Magers, Nick Lygo-Baker, Hamdi Al-Amawi, Scott Lee Holloway, Olga Guseva, Georges Essama, Richard Jordan, Vaishali Dialani, Philip Rürup, Steve Belgraver, Sebastien Munar, Sandra Thompson, Ahmed Alfaddagi, Faran Niaz, Jonathan Daniels and Natalia Kim.
Customer Experience 5 hits the
Best-Seller Lists
Around the World
🇺🇸 In the USA:
#1 Hot New Release in Customer Relations
#1 New Release in Organisational Change
#3 New Release in Human Resources and Personnel Management
#3 Hot New Release in Small Business
#3 New Release in Business Encyclopaedias
🇬🇧 In the UK:
#1 in Customer Service
#1 New Release in Customer Service
#1 New Release in HR and Personnel Management
#2 in HR and Personnel Management
#3 New Release in Small Business
#5 in Small Business
🇩🇪 In Germany:
#60 in Entrepreneurship
🇫🇷 In France:
#1 Hot New Release in HR and Personnel Management
#1 New Release in Decision-Making and Problem Solving
#3 New Release in Small Business and Entrepreneurship
#5 in Customer Service
#7 in Human Resources and Personnel Management
#9 in Small Business and Entrepreneurship
🇪🇸 In Spain:
#44 in Strategy
🇮🇹 In Italy:
#128 in Strategy
🇳🇱 In the Netherlands:
#16 in Client Management
#17 in Organisational Change
#42 in Personnel
#2 New Release in Client Management
#2 New Release in Personnel
#3 New Release
🇦🇺 In Australia:
#14 in Business Organisational Change
#37 in Small Business
#58 in Customer Relations
#2 New Release in Business Organisational Change
#3 New Release in Human Resources and Personnel Management
🇮🇳 In India:
#68 in Small Business
About
Sirte Pihlaja
Sirte Pihlaja (Certified Customer Experience Professional CCXP & Trained Facilitator of LEGO® SERIOUS PLAY®) is the CEO & Customer Experience Optimiser of Shirute, the first customer experience agency in Finland. She is the leader of the global Customer Experience Professionals Association's (CXPA) Finland network and was one of CXPA's founding members and a member of the International Advisory Committee. She is one of the first Europeans to have been certified as a CCXP.
Sirte is an internationally respected CX/EX expert, coach, designer and strategist with over 25 years of experience advising large international corporations and brands in different industries, globally. She is known for translating customer understanding to concrete actions and results in a fast, fun and cost-efficient way. Sirte was recently recognised as TOP 33 Inspiring Women in CX to Follow, TOP 150 Global Customer Experience Thought Leader and in the CX Hall of Fame. The CXPA has also awarded her the Extra Mile Award.
Customer Experience 5 is her fourth book on people experiences. The two previous ones, Customer Experience 2 & 3, were global bestsellers on three continents.
At Shirute, Sirte delivers creative solutions in customer experience management, research and experience design, CX culture, data analytics, voice of customer, and through omni-channel CX & service design. She is excited about using creative methodologies, such as LEGO® SERIOUS PLAY®, in creating great CX and EX.
Sirte is passionately championing CX in the Nordics, the Caribbean, South-East Asia and beyond and is a familiar face in international CX Awards juries and on conference stages. She is especially fond of creative methodologies and regularly plays with LEGO bricks together with her clients to create a better future for all of us.
Get ready to serve machine customers
and discover new business opportunities
Be fearless. Ensure you have the right skill set. This will be the biggest transformation you will witness in business.
Interviews & Keynotes
Listen to our experts talking about
People Experiences and the Role of PLAY in Business.
A toy that continues to be a popular choice for both parents and kids is LEGO®. So named after the Danish phrase to “play well”, LEGO® bricks and playsets are still a best-selling product today. So you might be asking, “what does this have to do with customer experience?” Host Steve Walker welcomes Sirte Pihlaja, CEO and customer experience optimizer for Shirute, a customer experience research and strategy company, to discuss how she utilizes the LEGO® Serious Play® method to build better customer experiences.
Learn more about Shirute at https://www.shirute.com/en/
Read more about the LEGO® Serious Play® method for CX professionals: https://www.shirute.fi/en/shirute-cxplay/
Sirte Pihlaja a Customer Experience Optimiser, CCXP, and Trained LEGO® Serious Play® Facilitator talks about the Lego Serious Play Method and how can we actually build a Better Business using this method.
Sirte is awarded as the Top 33 Inspiring Women in CX to follow for 2022- https://www.engati.com/blog/women-in-cx
YouTube: https://bit.ly/shirute-cxplay-engati
Soundcloud: https://bit.ly/shirute-cxplay-engati-sc
Asiakaskokemuksen johtaminen kehittyy hitaasti mutta varmasti. Aikanaan lähdettiin pitkälti ajatuksesta, että asiakaskokemus on sama kuin asiakaskokemuksen mittaaminen. Asiakasta pitää oikeasti kuunnella ja kuulla, ei vain mitata organisaation sisältä käsin.
Sirte Pihlaja ja Tuomo Talvitie keskustelevat podcastissa, mitä asiakaskokemus oikeasti on, mitä kaikkea siihen liittyy ja mikä on yritysten ja organisaatioiden minimivaatimus digitaalisuuden suhteen? Saat myös vinkkejä ensimmäisiin steppeihin asiakaskokemuksen analysointiin ja parantamiseen.
Lopuksi Sirte avaa mielenkiintoista LEGO® SERIOUS PLAY® -konseptia, joka auttaa strukturoimaan ja mallintamaan asiakaskokemusta aivan uudelle tasolle.
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!
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!
https://www.linkedin.com/in/sirte/
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.
Learn what the experts think about leading issues in business.
“You can discover more about a person in an hour of play than a year of conversation.”
- Plato, Athenian philosopher