Text is okay, but AI narration SUCKS

This book provides a very, very basic overview of a CX program, with a focus on B2B CX programs specifically. However, there's limited content that a CX professional with more than a couple years of experience will not already know. Most of the content is very conceptual and specific examples are very limited. Most of the content applies to any kind of CX program regardless of whether the program is B2B or B2C. However, the parts I expected to see in it like really in depth discussion about what B2B customers think and expect from business engagements, how to translate between B2B and B2C, or how to collapse across both for enterprise insights, is completely absent from this book. I wouldn't have finished it if it wasn't relatively short.

BUT - the main driver of my review is the narration. Oh my goodness it is bad. The fact that audible/amazon decided to use AI narration rather than hiring real people to narrate shows here in a ridiculous way. Many words are mispronounced, others are garbled beyond recognition. Things that shouldn't even be narrated are -- such as when the "narrator" says "small black square" for every item in bulleted lists.

Overall, this is only useful for someone either really new in their CX career, or for someone who wants a basic overview specific to B2B as opposed to generalized CX programs. Otherwise skip this one.

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