The CX3 approach didn't emerge from theory. It was built by operationalizing proven principles across 100+ real-world deployments. These books are the foundational influences that collectively form the fabric of the CX3 approach.
Core idea: Culture drives customer experience from the inside out.
In CX3: The foundation of the People Operations pillar. You can't deliver exceptional CX with a disengaged workforce.
Core idea: Organizations operate at distinct cultural stages, and leaders can move teams to higher performance levels.
In CX3: How we assess and elevate team dynamics within the Organizational Leadership pillar.
Core idea: Net Promoter Score (NPS) is the single most reliable indicator of customer loyalty and growth potential.
In CX3: The cornerstone metric of the Customer Care pillar and the basis for our ROI methodology.
Core idea: Open-book management and financial literacy create ownership mentality at every level.
In CX3: How we align teams around business outcomes, not just activity metrics.
Core idea: Disciplined execution rhythms separate companies that scale from those that stall.
In CX3: The operational cadence that makes CX transformation sustainable, not a one-time initiative.
Core idea: When everyone zigs, zag. Radical differentiation beats incremental improvement.
In CX3: Why we focus on building a unified CX engine rather than optimizing siloed departments.
Core idea: Great companies get the right people on the bus first, then figure out where to drive it.
In CX3: The hiring and talent philosophy embedded in the People Operations approach.
These principles come to life in the CX3 framework. The difference isn't knowing them - it's deploying them together in a way that fits mid-market reality.