Winning on Purpose by Fred Reichheld

Authored by the genius behind NPS, it’s a masterclass in customer-centricity, perfect for peppering up boardroom consultations. A must-read for those aiming to navigate the business world with a customer-first compass.

Good Strategy Bad Strategy by Richard Rumelt

This essential guide decodes the DNA of strategy, making it an indispensable tool for both strategy veterans and rookies. Dive in to separate strategic good from the bad and the ugly.

CX Field Manual by Jeff Sheehan

Crafted by an ex-military strategist, it’s a no-nonsense guide to crafting and executing standout CX programs. Ideal for those ready to learn the art of customer experience from a seasoned tactician.

Orchestrating Experiences by Chris Risdon and Patric Quattlebaum

This book is the new standard for explaining service design to the new to the game. It explains the service design process from research to roadmaps in well written and concise prose.

Good Services by Lou Downe

A straightforward exploration of what makes a service tick, minus the unnecessary frills. Ideal for those seeking to master the craft of creating services that hit the sweet spot of ‘just right.’

Net Positive by Andrew Winston and Paul Polman

The next wave of design consulting, sustainability, will challenge all of us with complexity. This book sets out the principles and practices for delivering change to the scale required to move towards delivering a “net positive” impact to the world.

Human + Machine by Paul Daugherty and James Wilson

Confused by the onslaught of AI and what it will mean to your work? This book offers a conmprehensive look into how today’s business practices must shift to incorporate this new and fast-moving technology.

The Threshold: Leading in the Age of AI by Nick Chatrath

To continue the AI-theme, this is a thought-provoking book that outlines how you should change as a leader. It explores what is the value of “human” in this new era of artificial intelligence.

The Manual of Design Fiction by Julian Bleecker

This book is a toolkit for transforming the future into something tangible, stripping away the hyperbolic to focus on practical, visionary concepts. Ideal for those looking to paint vivid, realistic pictures of tomorrow for their clients.

Inhimillinen strategia (Human Strategy) by Paula Kilpinen

This book outlines the idea that most strategies fail because they fail to incorporate people, customers and employees, in their core and communication. A thought-provoking read for anyone keen on crafting strategies that resonate on a human level and create real change.

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