In 2016 I wrote my book “In the Driving Seat of Customer Experience” with my vision and approach of improving experience. You find more context of the why and how behind the current Accelerate In Experience approach. How do you find the drivers that really matter? How do you prevent unnecessary customer contacts?
The book is also a useful way to involve your board / directors in the vision behind customer experience, which makes them better suited to facilitate your organisation in the transformation you are looking for.