Customer Experience: The Hard Way: How customer experience actually works-and how AI will change it

By Tim Sharman

Many customer experience (CX) programs fail quietly.
They produce activity, not impact. Improvement, not transformation. Real transformation requires addressing the structural, organizational, and operational realities of an organization.

In Customer Experience: The Hard Way, Tim Sharman draws on more than two decades of experience to explain why CX programs struggle-and what it actually takes to make them work.

At the same time, artificial intelligence promises to transform customer experience-but also introduces new risks: inflated expectations, fragile trust, and novel ways to disappoint or even unsettle customers.

The book introduces an AI-CX Interaction Architecture, outlining the governance structures organizations need for effective AI-enabled customer experience.

This is not a book of shortcuts. It is a clear-eyed account of what it takes to build customer experience programs that are effective-and the hard choices organizations must be willing to make.

• Format: Paperback
• Language: English
• ISBN: B0GTF5W2QN
• ISBN13: 9798253015810
• Release Date: March 2026
• Publisher: Independently Published
• Length: 92 Pages
• Weight: 0.30 lbs.
• Dimensions: 0.2" x 6.0" x 9.0"