Customer expectations aren’t rising. They’re sprinting. Meanwhile, most playbooks haven’t been updated since the last time your team argued about average handle time. The CX Compass Series is our attempt to fix that — one short, sharp, slightly provocative book at a time.
It’s a growing library — one that evolves like the CX world itself. Every few months, we chart a new direction: from quality assurance to partnerships, from AI adoption to conversational design, and onward into whatever’s next.
Each book takes aim at a sacred cow, pokes holes in the old playbook, and points the way toward smarter, fairer, more human-plus-tech solutions. We keep them short enough to finish on a flight, and sharp enough that you’ll dog-ear at least three pages.
Download one, download them all — either way, you’re not just getting books. You’re joining a journey to make CX a little less boring, a lot more effective, and infinitely more human.
Each title in the Compass Series tackles one sacred cow of CX. Read in any order. Best read with coffee and a deeply skeptical mood.
How to move beyond fossilized QA practices — the 2% sample reviews, the retrospective scorecards, the spreadsheets that gather dust — and embrace AI-driven Quality Management Systems that deliver real-time, 100% coverage insights.
Stop treating outsourcing like a transactional line item and start cultivating a true strategic partnership.
This practical playbook shows you how to move past vanity metrics and nurture a CX garden that delivers year-round growth.
Move past fragmented channels and build a living, listening enterprise that speaks with one brand voice.
This practical playbook shows you how to deploy smarter, adaptive bots that improvise like seasoned teammates.
The Compass is a living series. New titles drop every few months — agent empowerment, AI ethics, omnichannel that actually works, and whatever else turns out to be broken that quarter. Sign up once and we’ll send the next one straight to your inbox the moment it’s live.
