When it comes to Customer Experience we wrote the book… literally


The new economy is driven by disruptive innovation. Correspondingly, old-fashioned customer service strategies no longer work. Customers are faced with virtually unlimited choices and they can instantaneously share both bad and good experiences with the universe. There is never been a greater time or need to learn how to build a bulletproof customer experience strategy. Nicholas Webb will give you the takeaways to lead your industry in customer experience design.


  • Why old-fashioned customer service programs no longer work
  • How to identify your Customer Types to deliver exceptional customer experiences
  • How to master the two channels of customer experience
  • The power of the Five Customer Touch Points
  • How to develop a Customer Experience Design process
  • How to make your organization bulletproof from disruptive innovators
  • How to invent exceptional customer experiences using the Customer Value Strata


What Customers Crave – a book on the new science of customer experience from Nicholas J Webb on Vimeo.

Available in Book Stores Worldwide Fall 2016

Book Review


Nickolas Webb

Nicholas Webb is a world-renowned innovation thought leader. Nicholas has been awarded over 45 patents by the US Patent and Trademark Office for breakthrough technologies including one of first wearable technologies and one of the world’s smallest medical implants. Nicholas Webb’s innovations also include a wide range of industrial and consumer products. Nicholas is known by many as the “Innovation Evangelist”, he speaks around the world on the future of the economy, innovation and healthcare. Nicholas is the author of The Innovation Playbook, The Digital Innovation Playbook, Invent Stuff and the just-released leadership book “Breakers” leading by destruction in the innovation economy. Nicholas Webb is a Senior Partner at Lassen Innovation, a Management Consulting Firm that provides Enterprise Strategy Consulting to some of the best brands in the world.

Author and Speaker Nicholas Webb speaks around the world on the new science of customer experience. Nicholas provides entertaining and powerful keynotes to the best brands in the world. Remember Nicholas books out each year so reserve your date today.

Book Nicholas Webb to speak at you upcoming event
What Customers Crave

Free Download:

Download a FREE chapter of our CEOs Number One Bestselling Customer Experience book, What Customers Crave and learn:

  • Why most customer experience programs fail
  • The power of “Customer Typing”
  • Why every organization needs a CX Strategy
  • How to build actionable Journey Strategies
  • How to rive Sales, and Profit, Customer Loyalty

Available in bookstores worldwide October 15, 2016





Office Hours: M-F 8:00am-5:00pm PST


Our CEO has been honored to receive his listing as one of the Top 30 Global Gurus in Customer Service thought leadership. This prestigious award memorializes Nicholas Webb’s expertise in the area of customer experience design, customer experience, customer service insights and training.

There is perhaps no better honor than to be recognized as the Customer Experience CX Master. Our CEO has been honored by the prestigious SDL organization in recognition of his thought leadership contribution to the customer experience and customer service industry.


Nicholas Webb’s is certainly the most creative and innovative thinker I have met in my business career. My firm engaged Nicholas to help us identify consumer trends in our industry and use those findings to strategize our desired future state. We had many “Wow!” moments working with Nicholas, both in terms of the data he collected as well as the interpretation and use of the intelligence. Nicholas is passionate about the speed of change in the needs and wants of buyers. He has deep insight into the importance of innovation to stay ahead of the competition. To top it off Nicholas is practical, fun to work with, and always accessible. I highly recommend Nicholas Webb as THE expert.
Phil Sprick, HR Director at Service Corporation International