The Global #1 Best-Selling Business Book Customer Experience 2 Is a Shiny Example of the ‘New Normal’

“An invaluable resource for 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.

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.

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 creating 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 COVID situation.

“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”, Pihlaja encourages everyone.

“The way we wrote this book is a magnificent example of exactly that kind of thinking. Even creative work is likely to be distributed globally in this way to an ever-increasing degree. We were 24 CX professionals to write this book, all located in the five corners of the world. Still, we managed to put this book together in less than two months. It was a wonderful team effort, destined to help other CX professionals in this dire situation – and the book became an instant bestseller!”

The book is a collaboration by 24 co-authors from around the world, covering a range of topics including; 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.

“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”, says Greg Melia, CEO of the Customer Experience Professionals Association (CXPA).

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Customer Experience 2 is out on Kindle now and will be available in paperback by August at Amazon.

USA
https://www.amazon.com/dp/B08CZTJ1YD

UK
https://www.amazon.co.uk/dp/B08CZTJ1YD

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. CX2 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. Pihlaja was recently recognised as a TOP 150 Global Customer Experience Thought Leader. The CXPA has also awarded her the Extra Mile Award.

Shirute is the first Customer Experience Agency in Finland that focuses on customer experience management. Customer Experience Path® is a registered trademark of Shirute. We are a founding member of the international Customer Experience Professionals Association (cxpa.org).

TosiLeikki® – CX Play® is a new, creative and agile way to grow your business and improve your customer experiences. This methodology, developed by Shirute, helps fast-track discussions, accelerate design processes and produce better business results. It is based on the LEGO® Serious Play® method and materials.