Marleen and Gayana co-authored 2 Customer Experience Books that are sold via Amazon. In both books 22 CX professionals from around the globe share their best thinking and best practices in worldclass CX.

Marleen in book 1 writes about how to achieve a culture of measurement and change. She explains about how to achieve the most mature measurement stage Insight Excellence. A stage where all employees understand the customer strategy and know how this is measured. Where employees are engaged in the measurement program and act upon feedback. "Measurement is about people, and that is the business we are in, a people's business. Lets connect our measurement to those people to become truly customer centric".

Gayana writes about humanizing businesses and driving a customer centric culture. About the importance on how to connect your purpose to your CX strategy and culture. The answer is in connecting to the hearts and minds of the company's employees. From the executive level to the frontline. She ends with a Simon Sinek quote: "If you don't understand people, you don't understand business". 
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What do readers say about the books
"This book is just packed with a lot of good information. I was looking for a well rounded book that had information on all the different pillars within Customer Experience"
"Wow! Really insightful and great to have a range of experts"
"Great compendium of real life examples of how CX is working in practice from CX professionals. Well worth a read"