Award-Winning CX Expert Steve Towers Publishes the Definitive Guide to Customer Experience Leadership

Steve Towers, one of the world's most recognised voices on customer experience and business transformation, has today announced the publication of his landmark new book, Everyone Loves Great CX: Your Customer Experience Playbook. Available now through Amazon worldwide, the book is already being described as "the most practical and comprehensive CX guide ever written" by early readers across six continents.

A Book Born from 30 Years in the Field

Drawing on three decades of hands-on experience transforming some of the world's most complex organisations, Towers has distilled the methodologies, frameworks, and mindset shifts that have delivered measurable results for more than 500 organisations into a single, accessible playbook.

"I wrote this book because every leader I speak to wants to improve their customer experience, but too many of them don't know where to start," said Towers. "This is the book I wish I'd had when I began my career. It gives you everything you need — the strategy, the tools, the metrics, and the confidence — to make CX your greatest competitive advantage."

What Readers Will Discover

Everyone Loves Great CX is structured around Towers' acclaimed 5 Pillars of Great CX Leadership framework, which has been adopted by organisations ranging from global banks and government departments to technology start-ups and healthcare providers:

• Outside-In Thinking — How to redesign every process and policy from the customer's point of view, eliminating waste and frustration simultaneously.
• Leadership Alignment — The specific actions executive teams must take to embed CX accountability at every level of the organisation.
• Empowered Teams — Practical approaches to giving frontline staff the authority, confidence, and tools to resolve issues and create memorable experiences.
• Intelligent Measurement — Why NPS alone is not enough, and how to build a metrics ecosystem that genuinely predicts customer retention and revenue growth.
• Continuous Innovation — How to build a culture of relentless improvement that keeps your CX permanently ahead of rising customer expectations.

Each pillar is brought to life with real case studies from FTSE 100 and Fortune 500 companies, practical diagnostic tools, and a 90-day transformation roadmap that readers can begin implementing immediately.

Early Praise

"Steve Towers has produced something genuinely rare: a business book that is both intellectually rigorous and utterly practical. Every leader who touches customer experience should read this."Chief Experience Officer, Global Financial Services Group

"We have implemented the 5 Pillars across three divisions and the results have been transformational — improved NPS, lower costs, and a team that finally understands what great service looks like."Chief Operating Officer, FTSE 100 Retailer

"If you only read one business book this year, make it this one.Everyone Loves Great CX is the definitive guide our industry has needed for years."VP Customer Success, Fortune 500 Technology Company

About Steve Towers

Steve Towers is an internationally acclaimed customer experience strategist, executive coach, and keynote speaker who has worked with organisations in more than 40 countries. He is the founder of the BP Group — one of the world's largest online communities of CX and business process management practitioners — and is a Fellow of several leading professional bodies.

He is the author of four books on customer experience and business transformation, and his Outside-In methodology is taught in certification programmes attended by professionals from over 100 countries. He is available for keynote speaking, executive coaching, media interviews, and corporate engagements.

Availability

Everyone Loves Great CX: Your Customer Experience Playbook by Steve Towers is available now in hardcover, paperback, and e-book formats through Amazon worldwide.