Available now!
Winning the Customer Experience Race
Get the practical guide to turn every customer touchpoint into loyalty,
with tools you can use today.
What People Are Saying
“This is the exact playbook brands need to compete on customer experience.”
CEO & Co-Founder
Nextiva
Mark Harris, Chief Operating Officer, KinISO Software
“Packed with real-world examples and sharp insights, Winning the Customer Experience Race is the must-have playbook for any organization ready to transform customer experience into a powerful, competitive edge.”
Adrian Swinscoe, best-selling author, Forbes contributor, and advisor
“Every professional and leader in customer service and customer experience should mine the case studies in this book, not only from their own industry but also from other sectors.”
Ray Horak, industry expert and author of Webster’s New World Telecom Dictionary
“When it’s time to consider and reconsider call center automation—and it’s always time—this book is a great resource—logically organized, well written, and insightful. Kudos!”
What You Will Learn:
Pick your first win
Use the Volume, Complexity, Emotion lens to score opportunities, then pick a use case with fast value and clear ownership. Chapter One walks you through scoring, stakeholder alignment, and a simple two-week plan.
Data you can trust
Capture the right fields at the right time, clean inputs, and standardize tags. Protect privacy with permissions and retention rules, log access, and use approved vendors so teams can act with confidence.
Human plus machine handoffs
Decide where automation gathers facts and where people add empathy and judgment. Define triggers for handoff, pass full context to agents, confirm outcomes, and capture feedback so every conversation improves the next one.
Clear rules that reduce friction
Find the top policies that create repeat work for customers and agents, then rewrite them in plain language. Define exceptions, approval paths, and response times, and back them with checklists inside your tools.
Omnichannel by design
Design journeys that work across chat, SMS, email, and voice, with one brain behind them. Keep tone consistent, avoid dead ends, offer smart callbacks, and let customers switch channels without repeating themselves.
Repeatable workflows
Turn a single fix into a play your whole team can run. Document triggers, inputs, steps, and owners, add guardrails, ship training, and review results so today’s improvement becomes tomorrow’s standard.
Metrics that matter
Set a few clear measures for speed, quality, and sentiment, plus cost per resolution. Establish a baseline, instrument events, review weekly, and tie every improvement to a business outcome your CFO cares about.
Tools you can copy
Use the included worksheets, checklists, and templates to plan a use case, script messages, set SLAs, and track KPIs. Lift what fits, adapt the rest, and ship progress without waiting on a big program.
About the Author
Edwin Margulies is an industry leader with over 40 years of experience launching high-tech solutions in the contact center and social networking domains. He focused on creating a culture of innovation and collaboration to improve customer experience, driving growth and successful acquisitions of global giants. Margulies is a thought leader, authoring 18 books and patents, conducting usability audits, and advocating for open architecture standards. His vast experience has created value and driven growth for his companies and partners, leading to successful exits and acquisitions by global giants such as Intel, Oracle, Five9, and Nextiva.
Edwin Margulies, Chief Evangelist at Nextiva
Start winning the customer experience race today.
Frequently Asked Questions
Who is this book for?
This book is for Chief Customer Officers, Head of Sales Operations, Customer Experience Managers, Business Consultants, Project Managers, and anyone looking to improve their customer experience.
How much does the book cost?
This book can be purchased online at Amazon or reach out to [email protected] for more information on discounts.
Is there an audiobook?
Yes, the audiobook is coming soon.
Is there an e-book?
Yes, the e-book is coming soon.
What is the shipping process?
Once an order is placed, processing can take 1-3 business days followed by the shipping time based on your location.* Tracking details will be provided so you can monitor your order’s progress.
Can we bulk order or do you offer corporate discounts?
Yes, please reach out to [email protected] for more information.
Can I pre-order?
Limited pre-orders available. You will be eligible for early release of the book after downloading Chapter One.