The CX Playbook

The CX Playbook presents a new vision for the customer-brand journey, one where customers’ lives and goals are authentically empowered and bolstered by their favorite brands. Today’s consumers have adopted widespread distrust of legacy institutions, driven by a progressive mindset and a higher need for self-sufficiency. In response, brands need to position their products and services alongside purpose-driven initiatives that simultaneously elevate customers and accomplish global good.

The playbook presents readers with an actionable, trends-inspired framework that will attract customers through value-driven brand perspectives and cultivate long-term loyalty by nurturing their progressive lifestyle.

Published May 2018

The 40+ page playbook includes:
  • Key insights on the needs, desires and expectations of modern consumers
  • 3 steps for engaging customers at every touchpoint
  • 9 trends-based initiatives supported by 36 exemplary case studies
  • Supporting data from PSFK’s 2018 Customer Experience Survey
  • Industry implications for all consumer-facing industries

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Insights From The CX Playbook

Infographic A Data-Driven Perspective On Customer-Brand Relationships

This infographic provides a visual overview of the perspectives from 500 industry leaders on the current and future state of customer-brand relationships

Analysis Learn How To Cultivate Consumer Loyalty Across 5 Key Industries

From fostering authenticity to providing convenience, here are the key steps to take for brands looking to sustain long-term engagement from their customers, detailed in PSFK's recently launched CX Playbook

Analysis Do You Know How To Show Up As A Purpose-Led Brand?

A roundup of strategies from PSFK's CX Playbook lay the foundation for brands looking to build purpose-driven campaigns, products and experiences that inspire consumer engagement and long-term loyalty

Podcast Podcast: Presenting A New Vision For Customer-Brand Journeys

In order to establish a loyal consumer base in today's customer experience landscape, brands need to dig deeper, becoming an integral part of their consumers’ lifestyles

Related CX Insights

Brand Activation & Immersion PSFK Book Launch: 'Retail Today' Presents 10 Steps To Strategizing The Customer Experience Journey

In our new book, author and PSFK founder Piers Fawkes presents a 10-step approach to strategic retail for a transforming landscape, breaking down the key points before, during and after sale to engage today's consumers and exploring best practices to do so

Features How Inclusivity Increases Both Satisfaction And Sales For Starbucks, Marriott And More

With initiatives like stores for the deaf or cultural training, these brands are changing the face of customer service to make retail much more inclusive

Case Study Why Walmart Is Relaunching A '90s Fashion Brand As Its Private Label

Scoop had its heyday in the '90s, but Walmart is now bringing both the label and its designer back as an online-only, fashion-forward collection

Automotive Luxury Homebuyers Can Now Test Drive BMWs At Open Houses

BMW brings its cars home—literally—with a new strategy that pairs luxury sports cars with multi-million home listings in Toronto

Beauty ASYSTEM Is Out To Improve Men's Skincare, Nutrition And Editorial

The brand-new platform is designed to make it easier for men to take care of themselves, combining skincare and supplements with an educational blog

Food & Beverage Tweets And Sweets Took Over New York's Union Square In 'Twitter Is' Campaign

The social media giant launched a candy-themed pop-up shop, giving out gummy bears, rock candies and kettle corn to highlight its interactive campaign

Delivery & Logistics How Brands Like Ford Bring The Goods Right To The Consumer

In-step services grow the relationships between brands and consumers outside of the traditional store format, reaching shoppers wherever they go

Loyalty & Membership How Identity-Inclusive Social Spaces Like The Wing Allow Diversity To Thrive

From coworking for senior citizens to social clubs for people of color, these spaces allow marginalized identities to form strong communities