If you're building your CX bookshelf in 2026, Experience Rules is one for your list.

Unboxing the author's copies of my new book, the Sage Works Guide to Global Leadership

A brief review of the book Hold by Amas Tenumah from a customer experience leadership lens.

When you make customers jump through hoops, negative things are bound to happen. One of those negative things is customers eventually stop jumping. When that happens, it shouldn’t be any big surprise. That is the main point of Cass Sunstein’s book, Sludge: What Stops Us from Getting Things Done and What to Do About It. The book rarely mentions the word “customer.” But make no mistake. The book’s 153 pages are about the many ways in which sludge—those pesky hoops that companie

Author's note: Sometimes the most helpful books on customer experience don't have the word "customer" in the title at all. I picked this classic up at my local library over the holidays and liked it so much that I decided to jot down some thoughts on why others in the experience management world might find the book useful, too. Metrics and measurements are a core competency for credentialed customer experience leaders. Companies need good statistics, experience data, and oper