Outside In
by Harley Manning and Kerry Bodine
Forrester's six disciplines of customer experience: strategy, understanding, design, measurement, governance and culture, with cases. A structured CX primer.
Read it if…
you want a systematic framework for building CX capability.
See the book →
Skip it if…
you want quick tactics.
Try instead: Uncommon Service →
Three things you will actually use
- CX is a discipline, not a department.
- Measure what customers feel.
- Governance keeps it alive.
Do this first
Assess your organization on the six disciplines.
Our verdict
Structured CX primer.
See the book →
Compare with other Entrepreneurship books
Uncommon Service
Frances Frei and Anne Morriss · Entrepreneurship
Strategic service design.
CLICK TO SEE
Be Our Guest
The Disney Institute with Theodore Kinni · Entrepreneurship
Disney's service model.
CLICK TO SEE
The Nordstrom Way
Robert Spector and Patrick D. McCarthy · Entrepreneurship
Service empowerment.
CLICK TO SEEBrowse all Entrepreneurship book reviews or get the free Reality Code Cheat Sheet.
As an Amazon Associate, WisdomDeck earns from qualifying purchases. Links marked “Click to see” go to Amazon. We are not paid for opinions, prices and availability are not shown here and change on Amazon, and we never see your purchase details. Nothing here is medical, legal or financial advice.