10 essential books and podcasts for CX leaders in 2025

Selected by our team of CX experts, these ten books and podcasts will provide both inspiration and actionable strategies to help you design better customer experiences, understand and apply AI technologies, and achieve new efficiencies in 2025.

Our list features:

1. The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value

By: Peter Fader and Sarah E. Toms

Synopsis: In The Customer Centricity Playbook, you’ll learn how to streamline your resources, understand and apply strategies for improving customer lifetime value (CLV), foster a company culture of customer-centricity, and much more.

Why we chose it: Research and real-world guidance make this the playbook you need to create and implement a winning strategy to attract, retain, and delight customers.

2. Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect

By: Will Guidara

Synopsis: What does it take to completely transform a business? Will Guidara, who helmed Eleven Madison Park when it was named best restaurant in the world, shares his expert advice for turning every business into one that creates magic for customers.

Why we chose it: A must-read for anyone who wants to elevate ordinary customer interactions and design experiences they won’t forget.

3. Converted: The Data-Driven Way to Win Customers’ Hearts

By: Neil Hoyne

Synopsis: The key to lasting customer relationships? Using and understanding data to identify who your customers are, what they need, and where to find (more of) them. Converted shows you how.

Why we chose it: We love this back-to-basics approach to finding your ideal customers and developing relationships that go the distance.