The Best New Customer Experience eBooks To Read In 2025

Customer experience is the Holy Grail, gold standard, and reigning obsession of the business world—and rightly so. How customers experience your product or solution heavily influences how they feel about your company—even if they have no direct interaction with your employees but transact and experience what you do through an ecosystem of partners. Now, for the first time, there’s a book that illuminates the critical connections between partner experience (PX) and customer experience (CX).

Authors and experienced tech partnering veterans Nancy Ridge, CA-AM, of Ridge Innovative and Norma Watenpaugh, CSAP, of Phoenix Consulting Group present the findings of their research, highlight these important connections, and explain their implications for companies and for partnering professionals in Partners Are the Customer Experience. Now in its second edition and produced as part of a collaboration between the authors and the Association of Strategic Alliance Professionals (ASAP), Partners Are the Customer Experience shows:How partners engage all along the customer journey, from pre-sale through point of sale to post-saleHow customers benefit from a strong partner experience and thus realize better business outcomesHow better enablement, specialization, collaborative selling assistance, and other partner benefits improve customer experienceHow building trust and developing strong relationships fosters better overall partner and customer experience…and much more. This revised second edition, now available in electronic formats, contains extensive new material including a new afterword by Tiffani Bova, formerly global growth evangelist at Salesforce and bestselling author of Growth IQ and The Experience Mindset, as well as an all-new appendix demonstrating how partner ecosystem orchestration influences the customer experience and ultimate customer success, featuring the insights of partnering executives from companies like Lenovo, Protiviti, Guidewire, and BeyondTrust.

Most of us come across one or more of the following situations,“I have implemented this cool technology, however customers do not seem to enjoy it”“I have a very happy customer, but I did not get my contract renewed.”“Customer continues using my product/service year over year but not ready to try new products/services.”“We are darlings of line / department managers, but C level executives do not have time for us.” “Renewal of a big Contract is coming up in near future and need to build a strategy to create a compelling solution.” “My business does not seem to be sticky; how do I build some stickiness so that I can grow it further.

”“I have implemented several actions to improve customer experience, but I do not see the commensurate results on my bottom line.”“I have to improve experience for my customer but do not know right intervention which will give biggest bang for the money invested.”We were searching for a solution to overcome these challenges and possibly looking for an approach or process or tool which can help us avoid these situations completely. This book explains one such tool “Differentiated Needs Pyramid” which can guide an organization to get a deeper understanding of the customer experience i.e. What they are providing and what they are not providing. It also helps in understanding subtle nuances that get unnoticed during regular operations but need to be addressed for successful relationship. It also details a model which helps measure the trends in customer experience on continuous basis as well as identify the right time for new intervention. The “Needs-Action mapping” helps organizations to build the right interventions through technology or otherwise and boost customer experience and revenue for the organization. Author Vijay Tambwekar has more than 3 decades of experience in building Customer Experience in various shapes and forms through multiple roles he performed in his professional career as well as non-profit initiatives. He enjoys experimenting with solutions built using simple principles and refining them so that they solve problems faced by team/organization/customer.

Your guide to unlocking business potential and technical mastery with essential to advanced strategies for launching and maintaining top-tier Experience Cloud sites effortlessly.

Key FeaturesEmpower your team and your organization to lead and maintain an Experience Cloud transformationMaster out-of-the-box Experience Cloud features, custom development options, and development best practicesCurate a consumer-friendly Experience Cloud site that maximizes value for your company, while keeping maintenance costs lowPurchase of the print or Kindle book includes a free PDF eBookBook DescriptionEmpowering your target audience to interact effortlessly with you and your product offerings is a critical aspect of business in the modern era. Users expect easy, professional digital experiences when engaging with organizations. However, creating engagement applications from scratch is challenging, and connecting user behavior with your organization’s data is even more complex. Enter Salesforce Experience Cloud sites, website portals built on the Salesforce data model that seamlessly connects your user data to your user experience. Mastering Salesforce Experience Cloud focuses on the human-centric nature of this product, beginning with a comprehensive guide on designing for your organization’s desired users and ensuring success for both internal teams and end users. After exploring the real-world applications of Experience Cloud and reviewing license models, this book provides a beginning-to-end guide to mastering the technical backend of this product, covering both out-of-the-box settings and customization techniques. By the end of this book, you’ll have gained a deep understanding of the Experience Cloud data model and customization options to create engaging, user-centric digital experiences that deliver value to your organization and stakeholders. What you will learnDefine your audience and identify your overall strategy for an Experience Cloud siteUnderstand the technical and operational strategy needed to support your siteWork with the Experience Cloud data model and standard template featuresDetermine when to use Visualforce, Aura, LWC, or LWR while exploring custom development optionsGet to grips with the how Salesforce Flow and Triggers workLeverage marketing automation, knowledge base, and communication in the siteFind out about site launch tactics, user creation, site moderation, and ongoing reportingWho this book is forIf you want to understand the intricacies of Salesforce Experience Cloud, transform your client experience, enhance your enterprise architecture, and create a scalable, world class-customer web experience that smoothly integrates with an existing Salesforce instance, this book is for you. Business leaders, IT leaders, Salesforce developers, Salesforce admins, and web teams tasked with delivering and maintaining an excellent, integrated Experience Cloud portal will benefit from this book. Ideal for readers with Salesforce experience in any cloud or a basic grasp of Service Cloud features. Table of ContentsDefining Your Digital Experience StrategyTranslating Your Audience and Interactions into Meaningful Technology FeaturesTechnology Component Identification – Which Parts of Experience Cloud Do I Need?Curating Data ModelsUnderstanding Experience Cloud TemplatesWhen to Use Aura Components, Lightning Web Components and Lightning Runtime Components Leveraging Screen Flows versus ApexUnderstanding Inputs – Emails, Chats, and Text Messages(N.B. Please use the Read Sample option to see further chapters).