It’s All About CEX!: The Essential Guide to Customer and Employee Experience

Inspiration and insights that transform businesses and lives. Achieve a higher level of success by reading Jason Bradshaw's book about Customer and Employee Experience. Karen Briscoe, author and podcast host 5 Minute Success

Jason is a practitioner. He's in the everyday work right now of pushing the customer rock up the hill. His book is practical, insightful and full of action to take immediately. Practitioners will see themselves in this book. When we've done this work ourselves, it gives an insight and ability to guide those that do this work in an uncommon and uncanny way. Kudos to Jason for taking the time to pen this book while still working and doing this work we all love!

Easy to read guide for how to treat your customers and employees right. Includes simple steps anyone can apply to their life and business. Would recommend!

This review is based on reading a copy purchased for my company.If you’re looking for an easy introduction into employee and customer experience, this is the one to get. The book is easy to read and understand. Bradshaw breaks down experience into three easy to understand categories: success, effort, and human connection.He then peppers the text with examples from many modern, well known and successful brands who have led the way in employee and customer experience like Disney, Zappos, and Ritz-Carlton. Bradshaw interweaves these examples with stories from his own life and his experience interacting with the brands, showing how successful companies consistently create a human connection and reduce the effort of transactions for customers.If you’re looking for a theory book on experience, look elsewhere. This book is for people who want practical advice about how they can improve experience today. The book ends with ten actions to get started. It doesn’t get more practical than that.

There are many books out there that talk about the importance of taking care of and the importance of creating a true experience for employees OR customers. FINALLY a book that deals in the real world and the massive importance of taking care of both your internal AND external customers if you want to achieve long term and sustainable success. Whether you lead or oversee a small or large team, if you are looking for insights on how to engage those people and your relationships in a different way and inspire long term loyalty, this book is for you.

If you want a good customer experience(CX), you should take a look on the inside of your organization and look at your employee experience (EX). That's where it starts. What happens on the inside of an organization is felt on the outside by the customer. Jason Bradshaw shows you with his practical experience in the real world (he's in charge of CX for a major brand) how he impacted the company's culture and improved both the employee experience and the customer experience.

Elsewhere here you will see a video review I did -- I also wanted to emphasize it here, this is a terrific book! So many previous books focused on the customer experience OR the corporate culture. This book by Jason Bradshaw makes the critical connection that the employee experience will always dictate how well they take care of your customers! AND he shows you specifically how to do it. It's a "must read!"

This book will take a few hours of your life that you'll never get back. Bradshaw is the CEX Director at Volkswagen Australia and has been there for around four years and does not feature as one of his "success" stories. Perhaps this due the fact that in his role and spending a small fortune of this ailing businesses money and has almost nothing to show. Volkswagen was firmly at the bottom of CEX ratings when this expert joined and charged with turning the company around. Today it still sits on the bottom of the heap. He reference both customer and employee engagement yet apart from his selected cronies he has little engagement with employees. He bundles dealership owners and those in his inner circle in business class, winging them to the US get the Disney and Ritz-Carlton experience and to return to heir business and drive this automotive to new heights. Ably supported by his internal mentor who is well known for publicly name and shame his dealerships (who actually keep him employed). The reviews from his two American experts is simply pay back for being part of the Bradshaw CEX road shows in Australia and should be ignored. Is he the game changer he think he is and is the book useful......NO. If you ever hear of him as a guest speaker at some event don't waste your valuable time.

This is a great CX guidebook with practical examples and strong encouragement for action. If you don't have a CX program or are just starting out, this is an incredibly good head-start, pragmatic with a penchant for action to enable improvement every day. There is a strong human element and it reinforces the intrinsic connection between employee experience and customer experience.An enjoyable read packed with practical examples of how to implement Customer Experience and review your current inputs.

A great easy read that is a real practical guide that every manager can implement immediately.I saw Jason present recently and immediately purchased the book, thought provoking presentation that inspired us to take action straight away. Hope there is a follow up book that talks about his Volkswagen experience.

A great overview of a customer and employee experience principles. Jason includes a heap of examples, solid reach references and most importantly - actions that you can take today. To be honest, they seem frighteningly simple! Well worth your money and the couple of hours it will take you to read. Living by the principles Jason puts forward will take longer.

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