Let's be honest: I got tired of reading customer experience books that felt like they were written for someone else. You know the ones—all theoretical blueprints or gleaming case studies from Apple or Disney. Inspiring? Sure. Useful when you're staring down a tight budget, a looming deadline, and a passionate but small team? Not really.

I wrote these books because I wanted the guide I needed when I was in the trenches. I wanted something that speaks directly to the reality of getting things done.

 

I focused on three core areas where most practitioners get stuck:

 

The Budget Trap: Big brands talk about big spending. I focus on practical, low-cost solutions and feature smaller, genuine success stories. We prove you can deliver massive impact without requiring a massive investment.

​

The "So What?" Factor: Mapping journeys and listing pain points is step one. My goal is to push you to design experiences people love to share. We’re talking about delivering values, sparking emotion and creating genuine word-of-mouth growth.

​

Making AI Your Coworker: You can't ignore AI in modern CX. I cut through the hype and show you exactly how to use it to take on projects—like industrial personas, detailed journey mapping or culture design—that used to take entire teams weeks, doing them yourself in days. It makes CX faster and smarter.

​

These aren't just ideas; they are executable playbooks designed to connect your human empathy with measurable business performance. If you’re ready to make CX not just inspiring, but profitable, I wrote this specifically for you.