EMPLOYEE UNDERSTANDING

COMMENTARY ON THE BOOK

CX Unraveled: Summer Reading Book Recommendations

Luke Jamieson: Book Review

 INTERVIEWS ABOUT THE BOOK

All Things Considered CX/CX Unhinged with Bob Azman: Why Employee Experience Drives Customer Success

All Things Considered CX/CX Unhinged with Bob Azman: Why Employee Experience Drives Customer Success (video)

Becoming Radical: Leadership’s Blindspot: Ignoring Employees Is Killing Your CX

Punk CX with Adrian Swinscoe: Employee Understanding and Cracking the Code of a Better Employee Experience

Xperts Garage/Birdie AI: The CX Equation: People, Culture, and the Bottom Line with Annette Franz

Xperts Garage/Birdie AI: The CX Equation: People, Culture, and the Bottom Line with Annette Franz (video)

CXpert: Employee Understanding – A Chat with Annette Franz (part 1)

CXpert: Employee Understanding – A Chat with Annette Franz (part 2)

Unf*cking Your CX, Episode #43: Inside-Out or F*cked Out: Why Employee Experience Breaks Your CX

Unf*cking Your CX, Episode #43: Inside-Out or F*cked Out: Why Employee Experience Breaks Your CX (video)

Chats with Jason: Culture Is Not Fluff: Annette Franz on Employee Experience & Customer Success

CXM Today: Why Customer Experience Is Still Failing at the Basics

Etech: How Breaking Silos Can Transform Customer Experience, Unite Teams & Inspire Collaboration

The CX Goalkeeper: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success

Relentless Customer Leader Podcast: The Sunday Scaries Test: Why Your Employees Dread Monday Morning (And What It’s Costing You)

CX Network: Employee Engagement 101: Rethinking EX in the Age of Declining Trust

MORE TO COME!

 

CUSTOMER UNDERSTANDING

RECOGNITION FOR THE BOOK

Qualtrics: 10 Books CX Leaders Should Read in 2021

Thinkers360: 50 Books from Thinkers360 Thought Leaders to Read in 2021

Ozonetel: 10 Customer Experience Books Every CXO Should Read

TreasureData: 14 Essential Customer Experience Books to Help You Rethink Your CX

Lumoa: Top 10 Must-Read Customer Experience Books

Must Read Books: 31 Best Customer Experience Books of All Time

CX Unraveled: Our 5 Favorite Books on Customer Journey Mapping

Engati: 15 Customer Experience Books You Need to Read in 2022

Custify: 12 Must-Read Customer Service Books

Engati: 25 Customer Experience Books You Need to Read in 2023

Most Recommended Books: 15 Best Customer Experience Books of All Time

CXLead: 12 Best Books on Customer Experience

Simon Robinson: The 10 Best Customer Experience Books Shaping CX in 2025 and Beyond

 INTERVIEWS ABOUT THE BOOK

Journey Mapping: the Backbone of Customer Experience Management (Jeff Toister)

Customer Understanding and the Link Between Employee Experience and Customer Experience (Amazing Business Radio/Shep Hyken)

Experience THIS! Show Episode 72 (Dan Gingiss and Joey Coleman)

You Can’t Transform Something You Don’t Understand (Adrian Swinscoe)

Customer Understanding – Book Review (Michael Bartlett)

HX Academy Meets: Annette Franz, CCXP Founder & CEO of CX Journey Inc. (Adoreboard)

Why so many companies are failing to put the customer in their customer experience strategies (MyCustomer)

The CX Leader Podcast (Walker Information)

Crack the Customer Code (Jeannie Walters/Adam Toporek)

CX Files: Annette Franz – CX Journey – Customer Understanding And Journey Mapping (Mark Hillary)

 

BUILT TO WIN

BOOK RECOGNITION

VOZIQ AI: 5 Customer Experience Books You Must Read in 2022

Nextiva: Top 11 Customer Experience Books You Must Read in 2022

Shep Hyken/Forbes: Top Ten Business Books for 2022

Mark Levy: DCX Top Customer Experience Books of 2022

Qualtrics: 10 Essential Reads for CX Leaders in 2023

Lioness Magazine: Book of the Week – Built to Win

CX Network: 10 Books to Win on Customer Loyalty

Medallia: Best Customer Experience Books to Read in 2023

Customer Experience Magazine (CXM): Top CX Books That You Must Check Out

Milan Batinich II: Book Recommendations and Favorites

CX Unraveled: Five Summer Must-Reads

Martechvibe: What’s New On The CX Book Shelf?

Mauricio Dulon/Experiencia Cliente Latam: 10 Books on Customer Experience You Should Definitely Read

Martechvibe: Top 50 Books Marketers Need to Read in 2024

INTERVIEWS ABOUT THE BOOK

Interviews/Articles

CX Quest: Culture Transformation in CX: Annette Franz on the Power of Employee and Customer Understanding

Russel Lolacher: Built to Win – What It Takes To Be a Customer-Centric Organization

Bill Quiseng: Built to Win – Values Create Value

Shep Hyken: Built to Win – The Bottleneck is Always at the Top of the Bottle

Shep Hyken via Forbes: Ten Principles to Create a Customer-Centric Company

Dave Seaton: Designing a Customer-Centric Culture – Interview with Annette Franz

Phrase/In Other Words: Culture is the Operating System

Podcasts

Fitness + Technology podcast with Bryan O’Rourke: Understanding Customer Experience With Annette Franz

The Art of Customer Service podcast: How to Build a Customer-Centric Culture

Fireside Chats Without the Fires podcast: Built To Win, with Annette Franz

MarketCulture: Built to Win Book Launch Live Webinar with Annette Franz

Crack the Customer Code podcast: Annette Franz, Built to Win

All Things Considered CX with Bob Azman: Annette Franz, author, Built to Win

Amazing Business Radio with Shep Hyken: 10 Principles of Customer-Centricity – How Winning Organizations are Built

Relationships at Work: Building a People-First Culture at Work

SIMPLE Brand with Matt Lyles: Annette Franz – Built to Win: Designing a Customer-Centric Culture

Experience This! podcast with Dan Gingiss and Joey Coleman: Episode 158

Press 1 for Nick: Annette Franz, Author of Built to Win [Culture]

BOOST: Episode #2: EX Excellence

All About the Customer: How to Build a Company Culture That Puts the Customer at the Heart of Everything

LinkedIn Live (Rajat Chawla): Live with Annette

CX Pulse by NICE: Key Principles to Form a Customer-Centric Organization

Flip the Switch (EngageMint): How to Become Customer-Centric vs. Customer-Focused w/ Annette Franz

BestBookBits: Built to Win | Designing a Customer-Centric Culture | Annette Franz Interview

Focus on CX: Annette Franz Talks About Customer Experience (audio only or video)

Women in CX: Beyond Customer Journey Mapping: Effective CX Design

Cyber Security Matters: Customer Experience vs Customer Service (w/ Annette Franz, Founder and CEO of CX Journey Inc.)

Practically Genius: Culture and Getting the Customer Experience Right

StartupCX: Ep. 7 Talking CX with Annette Franz

Digitally Irresistible: Ep. 53 4 Steps to Improve the Customer Experience From the Inside Out

Verint: Verint Book Club Chat with Annette Franz

THE CX GOALKEEPER: Built to Win with Annette Franz – E87

RingCentral CX Book Club: Built to Win – A Customer-Centric Culture Starts With Your Employees