“ I read your book on a series of trips recently. It’s fantastic, and a strong complement to the strategic value I’ve been encouraging and writing about in the contact center and CX space. You guys lay it out so well, and I love the framework. I know the book will be a hit—it’s so needed."
“ I'd recommend this book for anyone starting a new company or expanding an existing organization so that they keep a keen eye on what frustrates customers and put in place lasting customer solutions."
Chief Customer Officer at Xero
“This is a playbook that every transformation leader should be using to lead their organization into a more successful future”
Chief Digital Officer at UDR
BRYAN STOLLER, UNITED AIRLINES VICE PRESIDENT OF CUSTOMER CARE
“Top customer care executives understand the significance of expanding their oversight from ‘delivering high quality service interactions’ to include ‘why customers reach out for help in the first place’ – the reality is a high percentage of customers don’t want to be contacting companies, and these leaders are well equipped to lead the charge. Whether looking to start this journey or already well down the path, The Frictionless Org lays out a clear and actionable success recipe that any customer care leader at any level should read. If I taught a masters class on customer care, this book would be on the syllabus!”
"It’s a great piece of work! It’s super rich on the 'how to’ and really does let someone do it themselves."
Peter Massey UK
INDEPENDENT MUSIC AND ARTS
Review by Clay Burton August 2022
We were delighted with Clay's comments in this review.
FRICTIONLESS ORGANISATION (TBC)
Review by Colin Jordan
Here is a book review by Colin Jordan, a former reviewer for Hollywood Digest who now does book reviews for Medium with over 4 million visitors monthly.
Review by Alexander July 2022
We were delighted with Alexander's comments in this review.