Pillar 1
Team
Great experiences start with the people delivering them.
- Building a customer-centric culture
- Hiring and growing customer-facing talent
- Clear roles, ownership and accountability
The book by Adrian Brady-Cesana
The Four CX Pillars to Grow Your Business Now
The Customer Experience Manager Playbook
A practical guide to building and scaling customer experience operations around four core pillars: Team, Tools, Process and Feedback. Drawn from 20 years leading CX and operations, and hundreds of conversations with customer-focused leaders.
5K+copies sold
Book of the MonthNavigate Management Consulting
This book is for you if…
You're responsible for how customers experience your company, and you want a clear, repeatable way to build it, rather than another collection of theory.
You're a founder or CEO
And you know customer experience drives retention and growth, but you're not sure where to invest first.
You're the first CX or CS hire
And you've been asked to build a customer team, tools and processes from scratch.
You lead a customer-facing team
In Customer Success, Support or Account Management, and you want your team, tools and processes pulling in the same direction.
You run operations or RevOps
And you need to connect CX, Sales and Marketing so customers get one consistent experience.
What you'll learn, pillar by pillar
Customer experience isn't one department. It's a system. The book breaks that system into four pillars you can assess, fix and scale.
Pillar 2
Tools
Technology should serve your customer journey, not the other way round.
- Choosing the right technology for your stage
- Getting full value from what you already pay for
- Connecting data so every team sees the same customer
Pillar 3
Process
Repeatable workflows are what turn good intentions into consistent experiences.
- Mapping and optimizing workflows
- Living playbooks your team actually uses
- Removing friction for customers and staff
Pillar 4
Feedback
What customers tell you is only valuable if you act on it.
- Capturing the voice of the customer
- Turning data into decisions
- Proving the ROI of customer experience
Fix one pillar in isolation and it rarely sticks. Strengthen all four together, and customer happiness becomes a habit.
The core idea behind The Four CX Pillars
Adrian has discussed The Four CX Pillars on
Buying for your team?
Order copies for your customer-facing team, or bring Adrian in for a Four CX Pillars workshop built around your priorities.
In the works
Adrian's next book is on the way
Building on The Four CX Pillars and nearly 300 conversations on The CXChronicles Podcast. Join CXC Weekly to be the first to hear about it, and to get early chapters and launch news.
About the book
What are The Four CX Pillars?
Team, Tools, Process and Feedback. The framework treats customer experience as one connected system: the people who serve customers, the technology they use, the workflows they follow, and how customer feedback is captured and acted on.
Who should read it?
Founders, CX and Customer Success leaders, first CX hires and operations leaders at growth-stage companies who want a practical, repeatable way to build and scale customer experience.
Where can I buy it?
In paperback on Amazon US and Amazon UK, and as a Kindle ebook. If you're buying several copies for your team, get in touch.
Can Adrian run a workshop on the framework?
Yes. We run facilitated workshops with a custom agenda built around The Four CX Pillars and your priorities. See our workshop packages.
Is there a second book?
Yes, Adrian is working on his next book. Join CXC Weekly above to be the first to hear when it launches.