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Great CX
Your Customer Experience Playbook
33+ years of transformation methodology — the Outside-In framework, the Triple Crown, and the 5 Pillars of CX Leadership — distilled into one definitive, immediately applicable guide.
“This is the definitive playbook for anyone serious about CX transformation. No theory without practice, no claims without evidence.”
“Steve has an extraordinary ability to cut through complexity and deliver frameworks you can apply on Monday morning.”
“The most practical and rigorous CX book I have read in twenty years. Required reading for my entire leadership team.”
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Inside the Book
Most organisations believe they are customer-centric. Most are wrong. The evidence is stark: 80% of CEOs believe they deliver a superior experience; only 8% of their customers agree. This gap — what I call the CX Delusion — is not a measurement problem. It is a design problem. Organisations built from the inside out optimise for internal efficiency. Those built from the outside in optimise for customer outcomes. The difference is not subtle. It is structural.
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Monday Morning
The 90-day roadmap starts on page one. No filler, no theory without practice.