Free library
Free guides from our faculty
Practical guides for the hardest parts of CX work: making the financial case, getting people to want the change, and landing your next CX job.
Free: leave your work email and we send you the PDF.
Ebook
From Metrics to Money
The CX professional's guide to winning boardroom battles. Your scores went up, and then the CEO asks what it made the company. This guide gives you the financial arguments, so customer experience gets the backing it needs.
- The language gap between CX scores and the questions executives ask
- The value of customer experience for the customer, the business and the brand
- A worked case that turns promoter and detractor scores into money
Guide
The Will to Transform
When employees want it, customers feel it. Most CX transformations focus on process maps, technology and training, and miss the most important thing: the will of the people who have to change.
- Why most CX transformations fail
- How to build genuine employee will across your organization, with a framework
- What to measure to know you are making progress, and how a retail brand did it
Guide
CX Job Interview Guide
A playbook for landing a CX job: the principles and trends you are expected to know, how to research the company and the role, and the questions you will get with how to answer them.
- The core principles of CX and the trends shaping the field
- How to research companies and roles before the interview
- Behavioral, technical, scenario and culture questions, and how to answer them
For organizations in Saudi Arabia
Ready for ADAA?
Saudi Arabia
Beneficiary Experience Readiness
What ADAA's beneficiary experience framework asks of your organization, where readiness gaps show up and how to close them.