Playbook

CX Playbook For Leaders Driving Measurable Growth

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Another CX ebook? You’ve probably downloaded 10 this year. Here’s why this one is different.

This isn’t another collection of best practices that never leave the slide deck. It’s a blueprint from five of the world’s top CX pioneers, built to help leaders move beyond vanity metrics and deliver measurable growth.

Inside, you’ll learn how to:

Spot early churn signals your NPS will never show
Apply Colin Shaw’s 4D framework to design experiences customers actually remember
Turn leadership accountability into revenue transformation with Blake Morgan’s WAYS model
Build trust at scale by empowering your frontline teams
Eliminate friction so effectively that service becomes invisible
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If you’re ready to shift CX from “nice to have” to a driver of loyalty, retention, and revenue, this is the playbook to start with.

Meet the CX Transformation Experts

Shep Hykens

Customer service authority & bestselling author

Collin Shaw

Customer service authority & bestselling author

Blake Morgan

Customer service authority & bestselling author

Simon Taylor

Customer service authority & bestselling author

Dennis Wakabayashi

Customer service authority & bestselling author

Why This Playbook Matters Now

Customer experience has reached a breaking point.

Global CX spend is projected to hit $50B in the next few years, but loyalty scores keep falling.
Metrics like NPS and CSAT no longer explain churn, retention, or growth.
CX leaders are under pressure to prove impact, not just collect feedback.

This ebook gives you a clear, actionable path forward: frameworks from world-class experts, a 90-day roadmap to results, and practical tools to help you move from reactive measurement to predictive, revenue-driving intelligence.

For leaders tasked with aligning CX to business outcomes, this isn’t just reading material,it’s a competitive advantage in your hands.Get the playbook that turns customer experience into a revenue driver!

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