Business, Finance & Law Books

Book SynopsisLola Bakare is the founder of be/co, a boutique marketing consultancy in Philadelphia, PA. She is an Anthem award-winning inclusive marketing strategist, an advisory board member for Sparks & Honey and the creator of the #responsiblemarketing movement. Bakare is a 2022 LinkedIn Top Voice in Marketing & Advertising and a regular at industry events including Cannes Lions International Festival of Creativity. She is regularly featured in LinkedIn News, Campaign, Adweek, Marketing Brew, Digiday, Harvard Business Review and Insider.

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Book SynopsisRob Percival is a web developer, author and entrepreneur who has taught over 500,000 students around the world to code through his online courses on Udemy. His courses have been translated into over five languages and have taught people to become confident web-developers. He is based in Cambridge, UK.Darren Woods is Managing Director of Synapture, a Web/Software Development Agency. Alongside his work, he teaches a Pre-Diploma Computer Science course and A-Level Computer Science. He is based in Cambridge, UK.Table of Contents Chapter - 00: Introduction Section - ONE: Why coding Chapter - 01: Why coding is important and what it can do for you; Chapter - 02: What is coding?; Section - TWO: Languages; Chapter - 03: HTML; Chapter - 04: CSS Chapter - 05: JavaScript; Chapter - 06: Python; Section - THREE: In practice; Chapter - 07: Website development; Chapter - 08: Building an android app; Chapter - 09: Building an iPhone/iPad app; Chapter - 10: Debugging; Section - FOUR: Futureproofing your career with coding; Chapter - 11: Using coding to enhance your career prospects; Chapter - 12: Coding and entrepreneurship - creating your own business or product; Chapter - 13: Pursuing coding further - becoming a developer; Chapter - 14: Conclusion

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Book SynopsisDr Jessica Barker is an award-winning global leader in cyber security and a popular keynote speaker. She is co-founder and co-CEO of Cygenta, where she influences cyber security awareness, behaviour and culture in organizations around the world. Jessica Barker has been named one of the top 20 most influential women in cyber security in the UK and is the Chair of ClubCISO. She is based in London, UK.Trade Review"Whether you're an aspiring professional planning a career in cybersecurity or a board member needing to secure your organization, this book offers a goldmine of insights. Its accessible language and actionable advice make it a valuable resource for anyone." -- Mikko Hypponen, technology speaker and authorTable of Contents Chapter - 00: Introduction; Section - ONE: Why Cyber Security?; Chapter - 01: What cyber security is; Chapter - 02: Why it is important; Section - TWO: The technical side of cyber security; Chapter - 03: Technical vulnerabilities Section - THREE: The human side of cyber security; Chapter - 04: Why people are so important in cyber security; Chapter - 05: Social engineering; Chapter - 06: Attacks that utilize social engineering; Section - FOUR: The physical side of cyber security; Chapter - 07: Why physical space matters in cyber security; Chapter - 08: Attacks on the individual; Chapter - 09: Attacks on organizations; Chapter - 10: Nation state cyber security - Geopolitics; Section - FIVE: The future of cyber security and what it means for your career; Chapter - 11: Cyber security in different industries; Chapter - 12: Cyber security at the board level; Chapter - 13: The variety of cyber security careers; Chapter - 14: Pursuing a cyber security career

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Book SynopsisMark Shayler works with businesses and corporations to reduce their environmental impact and his clients include Coca-Cola, Nike, Bacardi, WPP, Samsung Electronics Europe, Welsh Water, Hiut Denim and Novatech. He is a founding partner of the Do Lecture series and is a Visiting Fellow in Sustainable Design at Loughborough University. He lives near Leicester, UK.Trade Review"Mark Shayler is a pioneer of the notion that going green is good for business, and this brilliantly accessible book shows how every workplace can make a difference for the planet, and still be business winners." * Hugh Fearnley-Whittingstall, founder of River Cottage and environmental campaigner *"All small businesses should read this book because it's a revolution waiting to happen. I truly believe that business can change the world and nobody breaks down the steps to making a profit with principles better than Mark does here. If you want to make a (real) difference but aren't sure how, this is a superb place to start." * Holly Tucker MBE, Founder of Notonthehighstreet *"This is the book I was waiting for. With his characteristic verve and straight-talking swagger, Mark Shayler shows you the sustainability bits that matter and ditches the ones that don't. Suddenly everything makes sense! Keep this book in your back pocket for meetings, project pitches and getting lost in the forest. A must-read and a must-act book which illuminates your path every step of the way." * Lucy Siegle, Author and Journalist *"An honest and enlightening manifesto for change. Between the sober truth and some reasons to be cheerful, Mark highlights the brutal reality of our current road to terminal illness, whilst explaining that every business can contribute to our road to recovery by correctly harnessing the power of its people. Energy. Circularity. Mobility. Regeneration. Resilience. Education. Activism. If any of these words are resonant with you, this book is your must-have guide to understanding the impact of doing business on the planet, providing a multitude of options to re-think and re-invent why an accountable, progressive and regenerative business culture is the key to designing a better future." * Raoul Shah, Founder and Joint CEO, The Casbah Group *"Mark Shayler has been around a bit in the world of corporate sustainability - in fact, more than 30 years. And he's worked with a shedload of companies during that time. So he knows what he's talking about, the anecdotes are authentic, and his humour a tonic in what can be very arid territory. Part 'how to' primer, part explainer of all things relevant, and part celebration of the power of creative design. You Can't Make Money from a Dead Planet ticks all the boxes." * Sir Jonathan Porritt, environmentalist and former Director of Friends of the Earth *Table of Contents Chapter - 00: Introduction; Chapter - 01: Where are we and how did we get here?; Chapter - 02: You can’t make money from a dead planet; Chapter - 03: The main environmental challenges; Chapter - 04: Business impacts; Chapter - 05: Is there any good news?; Chapter - 06: How do we do good and still turn a profit?; Chapter - 07: The strategic tools you need to change your business; Chapter - 08: The practical and science-based tools to change your business (and still make a profit); Chapter - 09: Re-framing business; Chapter - 10: The regenerative business; Chapter - 11: ‘The last chapter’; Chapter - 12: Notes;

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Book SynopsisIan Hesketh is the Senior Responsible Owner for the National Police Wellbeing Service UK, Wellbeing Lead for the UK College of Policing and works with the National Forum for Health and Wellbeing at Work at the Alliance Manchester Business School. He is a visiting fellow at Durham University Business School and the Open University. Professor Sir Cary Cooper is 50th Anniversary Professor of Organizational Psychology and Health at the University of Manchester. Based in Manchester, UK, he is the former President of the Chartered Institute of Personnel and Development (CIPD).Trade Review"A vital read for anyone embarking on or refining a strategic approach to wellbeing in the workplace. Cary and Ian have created a perfect blend of theory and practical application, making the evidence-base accessible to everyday business leaders. A bang up-to-date guide that gets to the heart of what really matters in the current times." * Charles Alberts, Global Head of Wellbeing and People Experience, Clifford Chance LLP *"Since the very popular first edition the world of work has been changed by seismic events beyond our control. This new edition re-positions the issues, exposes the challenges and shows how employee wellbeing has become truly centre stage and crucial to employee health and productivity. The practical advice is much to be applauded as well." * Professor Dame Carol Black, DBE, FRCP, British physician and former advisor to the British Government on workplace health *"This new edition provides great insights on why wellbeing is so important, as well as clear guidance on how to think strategically to make a real difference to all our people. A good wellbeing strategy should be at the core of our thinking about work and the workplace for the future, which will be good for our people, good for positive organizational outcomes, and ultimately good for our wider economy and society as well." * Peter Cheese, Chief Executive, CIPD *Table of Contents Chapter - 00: Introduction; Chapter - 01: Wellbeing – what has changed?; Chapter - 02: Getting started; Chapter - 03: Promoting workplace wellbeing; Chapter - 04: Problems and pitfalls; Chapter - 05: Monitoring and evaluating; Chapter - 06: Tools and legislation; Chapter - 07: References;

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Book SynopsisJoe Wheeler is a bestselling author, speaker and consultant. He is the CEO of CX/Digital, a subsidiary of The Service Profit Chain Institute (SPCI), a Boston-based consulting firm. Before launching The Service Profit Chain Institute, he was the Quality and Productivity Executive for Bank of America. Prior to this, he was Executive Vice President with The Forum Corporation, where he managed the firm's Customer Experience Consulting Practice.He earned his MBA from Edinburgh Business School and lives in Hingham, Massachusetts.Trade Review"Joe Wheeler's latest book hits a lot of my hot buttons: immersive experiences, customization at scale, flywheels of learning and of course digital technology. Get your highlighter out before you open it up and let Joe's principles and case studies lead you in developing your own playbook for thriving in today's Experience Economy." * B. Joseph Pine II, co-author of 'The Experience Economy: Competing for Customer Time, Attention, and Money' *"A timely treasure for those who wonder whether, why and how 'digital' fundamentally changes the customer experience, with an added bonus 'playbook' for designing business models up to the task." * Susan Fournier Allen, Questrom Professor and Dean, Boston University, Questrom School of Business *"A must-read for managers looking to stay current on this rapidly changing topic. The book could not be more timely or useful!" * Leonard A. Schlesinger, Baker Foundation Professor, Harvard Business School *"Joe's book reminds us that in a digital-first world, our people have never been more important. That the brands customers love understand how to design experiences that create enduring value for employees, customers and shareholders. I highly recommend it." * Maxine Clark, Founder, Build-A-Bear Workshop; CEO, Clark-Fox Family Foundation *"Creating a best-in-class digital experience requires a design that resonates with your consumers. This book focuses on the role of design and the importance it plays in creating the deepest relationship with your consumer and the impact that is possible for your business." * Chris McCann, Chief Executive Officer, 1-800-FLOWERS.Com *"Joe Wheeler is my 'go-to' for anything related to customer insights and customer experience. There is no one better. This new book shares the wisdom of a true master." * Robert C. Wolcott, Co-Founder & Chair, TWIN Global *"A focused manifesto for companies looking to leverage digital technologies to deliver a highly valued customer experience. Joe's ability to boil this down to seven intuitive strategies with carefully chosen examples to bring these to life with actionable playbooks make this a must-read for multiple departments." * Abhi Ingle, Chief Operating Officer, Revenue Operations Qualtrics *"A hallmark of Joe Wheeler's work has always been his clear-eyed understanding that it's not enough merely to design a great product or service. You also have to be able to deliver it consistently, at reasonable cost and in a sustainable manner. This practical perspective permeates The Digital First Customer Experience. Joe outlines an approach that is both simple and sophisticated, both immediately impactful and enduring. And he does it through a series of engaging and enjoyable stories, making it as accessible as it is essential." * Rob Markey Partner, Bain & Company, and co-author of 'The Ultimate Question 2.0' *"What Joe's book Managing the Customer Experience did for the experience economy, so his latest book will do for the digital economy. If you want to understand how to create leading edge CX, this book is for you." * Shaun Smith, Founder, Smith+Co *"I deeply admire Joe's passion for creating enduring customer experiences. He is relentless in seeking to understand how human centered design can improve the digital experience to create shared value for the customer, employee and enterprise." * Brad Warner, Board Member, Capital One *"I've seen first-hand the perils and promise of digital-first strategies. Wheeler's playbook ensures the former is avoided and latter is achieved. I highly recommend it." * Dana Stalder, Partner, Matrix *"Joe Wheeler's book is a gift to those who work to take up the cause which I love and have made my own life's work: to improve lives. I know you will find his book an outstanding arrow in your quiver of resources to elevate your company to one that is admired and loved." * Jeanne Bliss, Author of Chief Customer Officer 2.0' and 'Would You Do that to Your Mother?' *"Joe Wheeler continues to innovate as the global market leader in customer experience strategy. Through digital-first, Joe has created the digital roadmap that customer-centric leaders can execute to grow their business." * Michael Crosby, Chief Executive Officer, AquOm Incorporated *"I love this book. If you are operating a business in 2023 and beyond, it's critical you understand and master the CX Digital space. The Digital-First Customer Experience by Joe Wheeler tells you how you do it." * Brad Smith, Founder President of Vector Business Navigation, Inc; CXPA Board member alumni *"Joe Wheeler's new book succinctly describes the 'digital tsunami' that is changing the way all companies will deliver customer experiences in the future. His advice? Instead of just adapting to it, put it to your advantage. I couldn't agree more, and this book shows you how." * Diane Hessan, Founder and Chairman, C Spa *"The Digital-First Customer Experience provides actionable strategies to design next-generation experiences, move AI from the back office to the customer and to help you make the right choices in a digital-first world." * Geoffrey Parker, Charles E. Hutchinson '68A Professor of Engineering Innovation, Dartmouth College; co-author of 'Platform Revolution' *"The Digital-First Customer Experience provides a peek into how successful companies across different industries deliver a personalized path to engage customers throughout their journey. Key AI/ML tech enablers serve as a backdrop while the design principles framework provides structure to innovate an engaging CX-driven solution." * Sherri Dorfman, Chief Executive Officer, Stepping Stone Partners *"Joe Wheeler is a long-time friend and colleague who I respect and admire. I highly recommend reading his new book, The Digital-First Customer Experience. The fusion of digital and its impact on looking at holistic experiences vs. fragmentation is essential for the success of CX and employee experiences in the future. The time has come, if not long past, for CX and EX professionals to be well versed in the essential shift from the Industrial Age perspectives to the Age of Transformative Experience. Value creation has been with us for a while, yet CX perspectives seem siloed and fragmented. A recipe for ineffectiveness." * Lou Carbone, Chief Executive Officer, Experience Engineering, Inc. *Table of Contents Chapter - 00: Introduction; Chapter - 01: PART 1: The new 3 C’S Chapter - 02: PART 2: The 7 design strategies Chapter - 03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strong Chapter - 04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagement Chapter - 05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and control Chapter - 06: DESIGN STRATEGY 4: Foster ownership through customer community and co-creation Chapter - 07: DESIGN STRATEGY 5: Inspire rituals that create shared meaning Chapter - 08: DESIGN STRATEGY 6: Empower customers through immersive experiences Chapter - 09: DESIGN STRATEGY 7: Link digital assets to leverage value over cost Chapter - 10: The 7 design strategies summary Chapter - 11: PART 3: The playbook Chapter - 12: Start by solving the right problems Chapter - 13: Build your business case Chapter - 14: The design process Chapter - 15: Execute to scale Chapter - 16: Epilogue Chapter - 17: APPENDIX: CX/digital maturity assessment Chapter - 18: APPENDIX 1: The CX/digital design accelerator

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Book SynopsisRonit Ghose, based in Dubai, the UAE, runs the Future of Finance team at Citi. Previously, he was Citi's Global Head of Banks Research and Co-Head of Fintech Research. He is the lead author of Citi's cutting-edge GPS Fintech report series. He is also an Advisory Board member at the Centre for Financial Technology at Imperial College Business School and sits on the advisory board of various technology startups and venture capital firms in the UK, Middle East and Africa.

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Book SynopsisEsther Cameron is the Founder of Cameron Change, a consultancy that helps leaders and their teams shift their working paradigms to healthier, regenerative and dynamic practices to deal with change. Mike Green was previously the Managing Director of Transitional Space, a consultancy firm specializing in change management, leadership development and coaching. He was a Visiting Executive Fellow at Henley Business School and delivered accredited programmes in change management to senior managers and change agents globally.Trade Review"This new edition is willing to look deeply into the inner changes needed to enable us to take positive action in the world. Drawing on multiple sources, it provides practical suggestions for leaders and individuals to enhance and leverage our capacities to effect global action at every level, on behalf of all life." * Hilary Bee, Facilitator at Time to Breathe, Poet and Author of 'Enter Here Beloved' *"Making Sense of Change Management has become something of a reliable best friend over the years; practical, thorough, reflective and, most of all, useful as a complete guide to all facets of change management. The sixth edition now includes topical chapters on the external and internal processes of moving towards a sustainable future for the generations to come, arguably the most important challenge that we face in our current times. At heart, it wisely remains what has made it so successful over the years, the sheer depth and breadth of its coverage of the field. For me, it remains the 'go-to' book when I want to expand my thinking, reflect on practical implementation or as a comprehensive refresher across the field." * Dr Robert Gorzynski, Founder, Voices of Connection, author of 'The Strategic Mind' *"This book has long provided an invaluable toolkit for any change leader. The latest edition now equips change leaders to not only increase effectiveness, productivity or profitability but also to lead their organization to be part of the solution and not the problem as we seek to overcome the polycrisis society is now facing. By adopting the ecosystem as a guiding metaphor, it powerfully argues that change leaders now need to work on their inner transformation if they are to effectively lead this outer transformation. I highly recommend this book to anyone who wants to make a positive difference to their organization and our society." * Terence Sexton, Director, Aqumens Consulting Ltd and Author of 'Consciousness Beyond Consumerism' *"Whether you are overwhelmed by the speed of change expected of you or daunted by the prospect of leading the change that is necessary or aware of the complexity of change required to meet your goals in these challenging times, this is the resource you need. This revised edition is comprehensive, deeply informed, accessible, practical and visionary. It makes sense of what can seem incomprehensible and makes possible what feels insurmountable." * Lynne Tarrab-Snooks, Co-founder of The Thrive Approach, Academic Consultant and Life Coach *"This delightful book offers leaders and those who work within change management and coaching a wonderful gift of support in today's challenging and traumatised world. The authors unequivocally lay out some of the challenges ahead in leadership both on the micro and macro level. They prompt us to reflect on the complex systems we are part of and the sustainability of these in relation to the world, planet and humane crisis we are living in. I particularly appreciate this new edition of the book bringing forward the need for regenerative principles to guide our work as leaders." * Helen-Jane Ridgeway, Clinical Director Tamalpa-UK and Coach for Organizations *"As the world becomes more VUCA, both outside and inside our businesses, change management will only make sense through a regenerative lens. Cameron and Green offer profound insights into how we just might engage business in this regenerative journey towards a viable planet, sharing innovative approaches from some of the most forward thinkers as well as experience from pioneering regenerative organizations." * William Adeney, Management Consultant/Accompanier; Managing Director of Shipped by Sail and Co-founder, Wessex Green Hub *"The most challenging change to manage is a change in paradigm. Yet that's what we are awakening to in the first half of the 21st century: not just an era of change, but a change in era. Making Sense of Change Management offers a practical guide to help us not simply manage this change, but to dance with it." * John Fullerton, Founder of Capital Institute *"In these times of polycrisis, this updated and revised edition offers a compelling and urgent message to change agents, change managers and change makers: 'business as usual' is not an option." * Liz Goold, Executive and Leadership Team Coach, Mediator and Facilitator of Citizens’ Assemblies *"A veritable cornucopia which clearly seats change management in the regenerative and societal challenges of today. Through inviting and insightful questions, based on rigorous and clearly explained research, this book asks us to actively engage and experiment out in the world both with the tools, techniques and case studies provided, and our own inner landscapes as (would-be) change agents." * James Barlow, Co-Founder of Leading Through Storms CIC; former Responsible, Sustainable and Safe Sourcing Director, PepsiCo. *Table of Contents Chapter - 00: Introduction; Section - ONE: The underpinning theory; Chapter - 01: Individual change; Chapter - 02: Team change; Chapter - 03: Organizational change; Chapter - 04: Leading change; Chapter - 05: The change agent; Section - TWO: The applications; Chapter - 06: Restructuring; Chapter - 07: Mergers and acquisitions; Chapter - 08: Culture and change; Chapter - 09: Becoming a sustainable business; Chapter - 10: Regenerating business for a viable planet; Chapter - 11: The alchemy of inner and outer transformation; Chapter - 12: Conclusion; Chapter - 13: Acknowledgements for previous editions; Chapter - 14: References and further reading;

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Book SynopsisSarah E. Jones is Head of Strategy and International Business at the University of Northampton. Prior to academia she worked as a HR manager in the aviation industry. She is a co-author of the CIPD's annual reward management survey and has presented research at international conferences.Stephen J. Perkins is Emeritus Professor at London Metropolitan University and a Professional Research Fellow of the Global Policy Institute. He is the co-author of the annual CIPD reward management survey.Table of Contents Chapter - 01: Introducing the reward management system; Chapter - 02: Conceptual and theoretical frameworks; Chapter - 03: The legal, employment relations and market context; Chapter - 04: Base pay structures and relationships; Chapter - 05: Pay-setting, composition and progression; Chapter - 06: Variable pay schemes; Chapter - 07: Benefits; Chapter - 08: Pensions; Chapter - 09: Non-financial reward; Chapter - 10: Rewarding directors and executives; Chapter - 11: International reward management; Chapter - 12: Reward management within HRM

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Book SynopsisAnne-Valérie Corboz is Dean and Professor at HEC Paris Executive Education, specializing in strategy and leadership.Shaheena Janjuha-Jivraj is an Associate Professor at HEC Paris in Qatar. She was previously Associate Professor at Henley Business School. Delphine Mourot-Haxaire is an executive coach, teacher and author. She is the Director of HEC in the UK and a former banker and lawyer.Trade Review"A much-needed manual, mixing inspiration, wisdom and practical tips. Take the Lead is a vital book for any of us seeking to advance our careers, with courage and creativity - and without losing sight of ourselves and our values." * Isabel Berwick, Financial Times *"In its concise yet deeply inspiring pages, this book offers invaluable guidance. It's a treasure trove of wisdom curated from exceptional leaders, generously sharing their insights gleaned from remarkable leadership journeys. Take the Lead is a delightful, effortless journey through valuable lessons, making it an essential and enjoyable read for anyone seeking to thrive in both life and career." * Clare Mahon, Managing Director, EMEA AESC *"Reading Take the Lead is like having a support team of women leaders alongside you, sharing their wisdom and experience, and fostering courage and confidence in you on your leadership journey." * Kim Morgan MCC, CEO and founder, Barefoot Coaching Ltd. *"A remarkable ode to women's empowerment, and it could not be more relevant today. This book is a call to action, an invitation to dare, an encouragement for change." * Jean-Paul Agon, Chairman and former CEO, L’Oreal *"A beacon of inspiration for female leaders in the business world. Backed by rigorous research and insights from women leaders on six continents, this book offers practical advice to succeed in uncertain circumstances through creativity and self-reflection. Take the Lead equips you with the tools to innovate, seize opportunities, and ascend the corporate ladder with confidence. An invaluable guide for aspiring leaders." * Hubert Joly, former CEO, Best Buy, senior lecturer, Harvard Business School and author of The Heart of Business *"Provide readers with a framework for innovation, change and courageous leadership. Drawing on experiences from successful leaders across the world, the authors challenge assumptions and offer a new approach to addressing the benefits of gender diverse leadership." * Soumitra Dutta, Dean, Saïd Business School, University of Oxford *"The stories shared provide a great resource for leaders of any gender. The book emphasizes the benefits of creativity and innovation in problem-solving, both of which are essential skills for any leader addressing complexity." * Joy Burnford, CEO & founder, Encompass Equality and author of Don’t Fix Women *"A necessary and timely international take on what companies and individuals can do to close the gender gap. Featuring inspiring portraits of great female role models and clear action plans, I highly recommend this book." * Eleanor Mills, founder and Editor-in-Chief, Chief Noon *"Take The Lead stands out as the book for women who want to move into leadership. I encourage women to read this book and use the practical suggestions along with the canvas for their leadership growth. It's also a great book for male allies to understand what they can do to increase gender diversity in their organizations." * Viviane Paxinos, CEO, Allbright *Table of Contents Chapter - 00: Introduction; Chapter - 01: Creativity; Chapter - 02: Compass; Chapter - 03: Courage; Chapter - 04: Connections; Chapter - 05: Championing; Chapter - 06: Curating your team; Chapter - 07: Career; Chapter - 08: Conclusion; Chapter - 09: References;

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Book SynopsisOlivier Duha is the CEO and co-founder of Webhelp, a leading global provider of IT solutions and customer experience management services. Prior to founding Webhelp, he worked Bain & Company and served on the advisory council on strategy and mergers and acquisitions for LEK Consulting. He also served as President and Vice President of CroissancePlus from 2009 to 2013. Based in Brussels, Belgium, he is a member of the Mouvement des Entreprises de France (MEDEF), France's largest employer's federation.Trade Review"A great summary of the challenges companies face when trying to deliver an outstanding customer experience combined with practical ideas on how to address them. A must-read for anyone who has to decide where to invest precious resources in CX, and a timely reminder about the importance of humans in the delivery of exceptional customer experiences." * David Rickard, Partner, Everest Group *"Customers are a firm's most valuable asset. Therefore, it makes economic sense to nurture, protect and develop that asset. The book Think Human extends that view by focusing on the experiences customers have in their interactions with firms. Olivier Duha makes a convincing case that firms need to embrace technology to enhance the human side of the customer experience. After all, customers are human beings and have to be treated accordingly." * Dr Heiner Evanschitzky, Professor of Marketing, Alliance Manchester Business School, University of Manchester *"Behavioural science has consistently demonstrated that experiences are the most critical factors shaping human behaviour. In this hugely insightful and useful book, Olivier Duha uses his extensive research, knowledge and experience in the field to guide readers on what creates game-changing customer experiences. By recognizing that customer relationships are fundamentally human relationships, he provides invaluable advice and frameworks for creating great human experiences for the people who buy from your business - without whom you have no business." * Richard Chataway, author of The Behaviour Business *"This is a vital and amazingly comprehensive reference for all of us involved in the Copernican struggle to make technology work for humans rather than the other way around." * Rory Sutherland, Vice Chairman, Ogilvy *"In a thought-leadership tour de force, Olivier Duha identifies with precision not only the key challenges that have evolved in the art of customer management, but he does so while proposing real-world solutions that all CX professionals should be heeding as they make plans for 2024. In a world where the customer experience sector is filled with theoretical rhetoric and management speak, Think Human is one of the best blueprints for getting CX right that I have had the privilege of reading in some time." * Peter Ryan, Principal Analyst and Founder, Ryan Strategic Advisory *"Think Human provides a timely and compelling explanation as to why human endeavour will continue to be vital in an increasingly digital world. Olivier Duha draws on his own extensive knowledge about the importance of a strong human-first approach to successful customer outcomes. This book is an essential read for decision makers charged with competing choices for their customer operations. Achieving the correct equilibrium of human endeavour and automation is the holy grail of success in businesses of all sectors during today's climate of disruption and significant change." * Anne-Marie Forsyth, CEO, CCA Global *"Olivier Duha's sentiment that human connection is central in our world aligns with my own beliefs. Think Human demonstrates a strong understanding of marketing and its role in customer service as a means for business growth, and the way Olivier Duha builds on the historical foundations of business success with the 4Es is refreshing. Business leaders would benefit greatly from reading this book to give their organizations a chance in the modern world." * Leigh Hopwood, CEO, CCMA (Call Centre Management Association) *Table of Contents Chapter - 00: Introduction; Section - ONE: A digital coup d’état – the customer becomes the new master of commerce; Chapter - 01: Before the digital revolution – the pre-customer era; Chapter - 02: The customer’s copernican revolution; Chapter - 03: The customer’s subjectivity is the number one concern for brands; Section - TWO: How to win the battle for customers; Chapter - 04: Customer experience – the new brand compass; Chapter - 05: The keys to a successful customer journey; Chapter - 06: What can you do ? a toolbox to manage customer relationships; Chapter - 07: Conclusion;

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Book SynopsisMichael Armstrong is the UK's bestselling author of HRM books. With over a million copies sold, his books have been translated into 21 languages. Based in London, UK, he is managing partner of E-Reward and was previously a chief examiner of the Chartered Institute of Personnel and Development (CIPD). He is the author of many HR titles including Armstrong's Handbook of Human Resource Management Practice and Armstrong's Handbook of Performance Management, all published by Kogan Page.

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Book SynopsisDr John Blakey is the UK's leading executive coach for purpose-driven CEOs and the founder of The Trusted Executive. An authority on purpose-driven leadership, his expertise is sought-after by ambitious leaders aiming to be a force for good and achieve the triple bottom line: profit, people and planet. With a unique track record as a pioneering coach, global thought leader and former FTSE 100 international managing director, John has worked with over 130 CEOs around the globe, including the leaders of gold-medal-winning Team GB Olympic squads, title-winning premiership football clubs and England cricket. He is the author of The Trusted Executive, also published by Kogan Page. He is based in Solihull, UK.

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Book SynopsisSimon Kingsnorth is a marketing expert with over 25 years' industry experience. Based in the UK, he has held senior marketing roles at leading brands, is CEO of the global marketing agency SK and is a regular keynote speaker and contributor to industry publications. He is the author of Digital Marketing Strategy and The Digital Marketing Handbook, also published by Kogan Page.

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Book SynopsisJo Owen is a best-selling and multi-award-winning leadership author, keynote speaker and social entrepreneur. He is a founder of eight charities, including the UK's largest graduate recruiter Teach First. His books The Mindset of Success, Myths of Leadership and Management Stripped Bare, also published by Kogan Page, have been translated into eight different languages.Jo Owen is the first person to win the Chartered Institute of Management Gold Award four times for four of his books. He is based in London UK.

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Book SynopsisGraham Ruddick is the editor-in-chief of Business Leader magazine and host of the Business Leader podcast. He founded the podcast and the Off to Lunch newsletter in 2022.He has been Retail Editor at the Daily Telegraph, Senior Business Reporter and then Media Editor at the Guardian and from 2018 to 2022 he was Deputy Business Editor at The Times.He was shortlisted for business and finance journalist of the year at the Press Awards in 2019 and named young financial journalist of the year by the Wincott Foundation in 2013. He is based in London, UK.

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Book SynopsisThomas Duncan Bell is a leading wellbeing and neurodiversity speaker and consultant. He is the founder of My Whole Self, a leading mental health consultancy. He draws upon his professional expertise and his own experiences of living with bipolar disorder, ADHD, dyslexia and PTSD to offer insights to leading organizations including the BBC, American Express and Mercedes Benz. He previously worked as a FTSE 500 & SME Commercial consultant. He is based in London, UK.

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Book SynopsisSean Lane is a Founding Partner at BeaconGTM, host of the "Operations with Sean Lane" podcast, and is based in Boston, Massachusetts. He has spent more than a decade building Revenue Operations teams at fast-growing B2B software companies, including Drift and Upserve. Laura Adint is currently a partner and operations executive for a financial services company in Los Gatos, California. With over 25 years of experience, her prior roles included Vice President of Field Operations at Drift, and Vice President of Sales and Services Operations at Adaptive Insights (a Workday company).

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Book SynopsisKian Bakhtiari is founder of The People, a creative company powered by a global community of young changemakers. Based in London, UK, he was formerly Youth Insight Lead at Dentsu and is now Advisor to UN Climate Change and One Young World Ambassador. For his contributions to marketing, he has been named one of the Top 50 Future Leaders by the Financial Times. He regularly writes about marketing through a Millennial and Gen-Z lens for Forbes CMO Network and is deeply passionate about using the power of creativity for good.

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Book SynopsisAreej AbuAli is the founder of Women in Tech SEO, a global community in marketing and tech. Founded in 2019, Women in Tech SEO has over 10,000 global members and 50,000 followers who connect through online groups and in-person conferences in the UK, Europe and USA. Based in the UK, Areej AbuAli is an international speaker, a Google Women Techmaker ambassador, and a UN Women UK delegate. In 2024, she was awarded a place in the BIMA 100 list for the Champions for Change: People category.

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Book SynopsisMark Price is the former Managing Director of Waitrose and former Deputy Chair of the John Lewis Partnership. He is the founder of WorkL for Business and WorkL, Chair of The Fair Trade Foundation, NED of Coca-Cola, Chair of Business in the Community and Former President of the Charted Management Institute. He was formerly Minster of State for Trade and Investment. He is based in London, UK.

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Book SynopsisChris Lewis is founder of Team LEWIS, a global marketing consultancy that campaigns for commercial and community causes. He is the author of Too Fast to Think, co-author of The Leadership Lab and The Infinite Leader, all published by Kogan Page. He is based in London, UK. Inez Robinson-Odom works in media, education, executive coaching and social justice. She is Vice President of Professional Development for Team LEWIS. She is based in San Diego, USA.

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Book SynopsisKamales Lardi is a global thought leader on digital transformation and an expert on emerging technology solutions including AI, blockchain and IoT. She is CEO of Lardi & Partner Consulting and has advised many multinational companies across various industries in Europe, Asia and Africa. Kamales is Chair of the FORBES Business Council Women Executives, a Teaching Fellow at Durham University Business School and has been listed in the "Top 10 Global Influencers & Thought Leaders in Digital Transformation" (Thinkers360). She is based near Schwyz, Switzerland.

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Book SynopsisProfessor Binna Kandola is co-founder and Senior Partner at Pearn Kandola. He has been working in diversity and inclusion for over 40 years with organizations including American Express, Microsoft and NATO. Based in Oxford, UK, he was named by HR Magazine as one of the Most Influential HR Thinkers of 2023.

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Book SynopsisJoey Price is CEO of Jumpstart HR where he works with companies to accomplish their strategic business aims and enhance employee experience. He leads a team of HR professionals who provide award-winning HR, Recruiting, Payroll and Learning & Development Solutions to local businesses and multinational firms. Based in Maryland, USA, he is an international HR keynote speaker, advisory board member, thought leader and TEDx speaker.

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Book SynopsisLeila Fataar is a globally renowned brand-builder and leader in delivering cultural relevance for some of the world's biggest brands, previously of Diageo and Adidas before founding her own agency Platform13. Based in London, UK, she has experience across lifestyle, FMCG and sportswear companies at both big brands and boutique agencies. A regular keynote speaker at international conferences and a thought leader, she imparts a vision for branding that is as socially conscious as it is commercially successful.

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Book SynopsisBev Burgess is founder and Chief Executive at Inflexion Group, and is best known as a worldwide authority on Account-Based Marketing. She has held senior marketing roles at British Gas, Epson, Fujitsu and ITSMA, and since she first codified ABM in 2003, she has personally helped over 40 of the world's most influential firms accelerate account growth. Based near London, UK, she is also the author of A Practitioner's Guide to Account-Based Marketing, Account Based Growth and Executive Engagement Strategies, all published by Kogan Page.

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Book SynopsisKate Mackie is a Partner and Global Integrated Go-To-Market Lead at EY. Based in Salisbury, UK she is a Fellow of the Chartered Institute of Marketing, an alumnus of the Institute for Real Growth and a member of the Marketing Society where she was nominated as Most Influential Marketer of the year 2023. With 20+ years' experience, she is regularly an awards panellist selecting best brands, awarding agency accolades and ensuring marketing excellence has B2B representation. She is an active mentor for entry level marketers and a guest lecturer at Cambridge Judge Business School.

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Book SynopsisJohn Westwood has held a wide variety of senior sales and marketing positions and is currently an independent marketing consultant, based in East Sussex, UK. He is the author of The Marketing Plan, 30 Minutes to Write a Marketing Plan, The Marketing Plan Workbook and Marketing Your Business, all published by Kogan Page.

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Book SynopsisJavier Marcos is Professor of Strategic Sales Management and Negotiation at Cranfield School of Management, UK. He is co-author of Implementing Key Account Management, published by Kogan Page.Rodrigo Guesalaga is Professor of Marketing at Universidad Alberto Hurtado, Chile. He is co-author of Implementing Key Account Management, published by Kogan Page.Andrew Hough is Lecturer in Sales Leadership and Performance at Cranfield School of Management, UK and is founder of the Association of Professional Sales.Richard Vincent is Visiting Fellow, Cranfield School of Management, UK and is a founding Fellow of the Association of Professional Sales.

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Book SynopsisKate Hardcastle is a multi-award-winning international consumer expert, broadcaster and commentator based in London, UK. With over 20 years' experience in consumer behaviour and retail, she works with some of the world's biggest brands and in 2018 was awarded an MBE for services to business and entrepreneurship. She appears regularly on the BBC, ITV, Channel 4 and Sky News, as well as in Forbes and the Financial Times, and presents at events including the Financial Times Retail Summit, Retail World Congress, The Retail Summit UAE, Shop Talk Las Vegas, The Tech Show and Ideal Home Show.

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Book SynopsisStephanie Marsh (she/they) is a leading UX research professional, currently UX Research Operations Lead at Springer Nature based in London, UK. They are the former Head of User Research and Analysis for the UK Government Digital Service and former Head of Digital Strategy for the UK Ministry of Defence. She was previously a consultant at Bunnyfoot, a leading UX consultancy in the UK. They have contributed chapters to a range of peer-reviewed texts in related fields and has delivered talks on UX Research, Research Operations and UX strategies at a range of conferences and industry events.

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Book SynopsisSorin Patilinet is the Senior Director of Marketing Effectiveness at Mars based in Brussels, Belgium. His initiatives such as the innovative AVI and ACE effectiveness measurement systems have earned industry recognition from prestigious organizations including WARC, ANA and WFA. As a keynote speaker at renowned industry events including Cannes, WFA, ANA, Mad//fest, Festival of Marketing, Possible, and ARF, and as a regular guest lecturer at Wharton Business School and other universities in Europe, he plays a crucial role in shaping the future of marketing and inspiring the next generation of marketers.

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Book SynopsisMichael Armstrong is a bestselling author and people management expert. With over a million copies sold, his books have been translated into twenty-four languages. He is managing partner of E-Reward, an an independent management consultant. Prior to this, he was a chief examiner of the CIPD. He is author of the bestselling How to Be an Even Better Manager, now in its 10th edition, also published by Kogan Page. He is based in London, UK.

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Book SynopsisChristina Garnett is a respected fractional Chief Customer Officer and advisor, renowned for her expertise in advancing customer satisfaction and deepening brand loyalty across diverse industries, from Fortune 500 companies to startups. Based in Salem, Virginia, she is a contributor for Adweek and a sought-after speaker at major conferences such as INBOUND, Digital Summit, SemRush's Global Marketing Day amongst others. She also runs educational courses for both HubSpot Academic and SemRush.

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Book SynopsisJon-Stephen Stansel is Founder of Saturn 9 Media, a Social Media Management and Strategy Consultancy. Based in Bentonville, Arkansas, he has over 10 years' experience running social accounts for Texas State University, the Texas Department of Transportation as well as Amazon Prime animated series such as The Lord of The Rings: The Rings of Power and Avatar: The Way of Water. He has presented at conferences such as HighEdWeb, CASE and CUPRAP. He has delivered webinars for Hootsuite, Semrush and Slate Teams and has appeared on podcasts such as Agents of Change, Talking Tactics and PR360.

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Book SynopsisKasey Harboe Guentert is a consultant with APTMetrics, a human resources consultancy specializing in talent management solutions. Prior to this she was Head of Global Assessment, Selection and Measurement at Airbnb and Global Talent Selection Manager at Meta. She is based in San Francisco, California. Mollie Berke is a Managing Director at Modern Executive Solutions. Prior to this she was a Global selection Science Partner and Global Talent Assessment Partner at Meta and a Leadership Assessment and Succession Consultant at Korn Ferry. She is based in Jacksonville, Florida.

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Book SynopsisLisa Riemers is an independent communications consultant and accessibility advocate who helps clients connect their people and tell their stories. Based in London, UK Lisa advises large and complex organisations including world-leading universities, charities, insurers, business-to-business (B2B) companies and the UK government.Matisse Hamel-Nelis is an award-winning communications and digital accessibility consultant and a PR professor at Durham College. Based in Toronto, Canada, she also founded and hosts the PR & Lattes podcast and is the past Chair of the Diversity, Equity, and Inclusion (DEI) Committee for the International Association of Business Communicators (IABC).

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Book SynopsisSimon Kingsnorth is a marketing expert with over 25 years' industry experience. Based in Reading, UK, he has held senior marketing roles at leading brands, is CEO of the global marketing agency SK and is a regular keynote speaker and contributor to industry publications. He is the author of The Digital Marketing Handbook and Marketing in Web 3.0 also published by Kogan Page.

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Book SynopsisCole Napper is the Global Head of People Analytics at FedEx. Prior to this he was Vice President, People Analytics at Orgnostic. With more than 15 years' experience in the people analytics space, he is a frequent conference speaker, industry writer and co-host of the people analytics podcast, Directionally Correct. He is based in Dallas, Texas.

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Book SynopsisDevin Bramhall, based in New York, NY, is a seasoned B2B marketing expert with over 15 years of experience spanning startups, agencies and large corporations. As the former CEO of the leading content marketing agency for B2B SaaS companies, she worked with top tech clients including Google, Amazon, Slack and Spotify. Now she is a B2B Marketing advisor and host of the Don't Say Content podcast, as well as a speaker at events such as MarketingProfs B2B Forum and INBOUND.

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Book SynopsisCharlotte Henry is a journalist covering tech, media and politics. Her byline has appeared in publications including City AM, the Independent on Sunday, The Times Red Box, the Telegraph and the TLS. She runs her own media outlet, The Addition, which gives insight into the crossover of media, technology and culture. Charlotte Henry is based in London, UK

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a huge range and FREE tracked UK delivery on ALL orders.

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a huge range and FREE tracked UK delivery on ALL orders.

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Book SynopsisColin Barrow has lectured in business schools in the UK, the USA, Australia, the Far East and throughout Europe. A former visiting fellow at Cranfield School of Management, he is the author of the 30 Day MBA series, Financial Management for the Small Business and Starting a Business from Home (all published by Kogan Page). He is based in Penzance, Cornwall, UK.

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a huge range and FREE tracked UK delivery on ALL orders.

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Book Synopsis

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a huge range and FREE tracked UK delivery on ALL orders.

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