--- title: "10 Essential Books for CX Leaders in 2023" url: https://burnaze.com/article/020fe7ad-1757-4f28-92cc-ac2278324112 source: "Franchising.com" original_url: https://www.franchising.com/articles/10_essential_books_for_cx_leaders_in_2023.html author: "Eddy Goldberg" category: "General" published: 2023-03-14T09:00:00.000Z modified: 2026-10-31T20:44:39.184Z image: https://imgs.franchising.com/art/articles/7416_plate.jpg --- # 10 Essential Books for CX Leaders in 2023 **TL;DR:** Qualtrics has published a list of 10 essential books for consumer experience leaders. The list includes books such as "Built To Win" and "Think Again". *By Eddy Goldberg, originally published in Franchising.com on 2023-03-14. [Read the original](https://www.franchising.com/articles/10_essential_books_for_cx_leaders_in_2023.html).* ## Story Qualtrics has published a list of 10 “must read” books for consumer experience leaders. For more on each book, go here to download the list. Built To Win: Designing a Customer-Centric Culture that Drives Value for Your Business, by Annette Franz Think Again: The Power of Knowing What You Don't Know by Adam Grant Experiencing Design: The Innovator's Journey by Jeanne Liedtka, Karen Hold, and Jessica Eldridge Empathy in Action: How To Deliver Great Customer Experiences at Scale by Tony Bates and Natalie Petouhoff Define and Deliver Exceptional Customer Service: Proven Strategies To Maximize Your Profits by Kelly Henry A Complaint Is a Gift: How To Learn from Critical Feedback and Recover Customer Loyalty by Janelle Barlow The Four CX Pillars To Grow Your Business Now: The Customer Experience Manager Playbook by Adrian L. Brady-Cesena Uncopyable: How To Create an Unfair Advantage Over Your Competition by Steve Miller The Intuitive Customer: 7 Imperatives for Moving Your Customer Experience to the Next Level by Colin Shaw & Ryan Hamilton Do B2B Better: Drive Growth Through Game-Changing Customer Experience by Jim Tincher - Get Started in Franchising - Franchise Rankings & Awards - Franchise Sales & Development - Featured Franchise Stories Franchising.com is produced by Franchise Update Media. Franchise Update Media has its finger on the pulse of franchising with unrivalled audience intelligence and market driven data. No media company understands the franchise landscape deeper than Franchise Update Media. 1201 New York Avenue NW, Suite 300A Washington, DC 20005 PH. (408) 402-5681 - Franchisee Financing & Lending - Site Selection & Real Estate - Supply Chain & Procurement - Annual Franchise Development Report - Multi-Unit Franchising Conference - Franchise Growth & Marketing Conference - Franchise Leadership & Development Conference - Multi-Unit Franchisee Magazine - Franchise Update Magazine - Franchise Update Franchisor Report - Franchising Express Report - International Franchise Report - Multi-Unit Franchisee Report The franchise listed above are not related to or endorsed by Franchise Update or Franchise Update Media Group. We are not engaged in, supporting, or endorsing any specific franchise, business opportunity, company or individual. No statement in this site is to be construed as a recommendation. We encourage prospective franchise buyers to perform extensive due diligence when considering a franchise opportunity. ## Entities - Franchising.com (publication) - General (sector) - Eddy Goldberg (person) - Qualtrics (company) - consumer experience (topic) - cx leaders (topic) - book list (topic) --- Originally reported by Eddy Goldberg, Franchising.com (https://www.franchising.com/articles/10_essential_books_for_cx_leaders_in_2023.html). Summarized by Burnaze (https://burnaze.com/article/020fe7ad-1757-4f28-92cc-ac2278324112).