I would like to express my gratitude to the many people — family, friends, customers, business partners and colleagues — who participated in the journey of writing this book, and especially to all those who provided support, completed my CX survey and questionnaire, allowed me to quote their remarks and assisted in the editing and proofreading.

Special thanks to Don Peppers for writing the foreword and sharing his reflections on his CX experiences. I’m also grateful to the other CX experts who contributed to this book: Anthony Aboud, Stacey Allinson, Ian Bailey, Fergus Bugg, Michael Clark, Steve Collier, Jane King, Cassie McInnes, Rowena Morrow, John Nagle and Sharife Rahmani. You are all talented individuals with amazing stories to tell. I am also grateful to Alok Kulkarni and his team at Cyara, and to Nicole Stirling and the Acquia team for the insightful case studies they have offered.

Lucy Raymond and the team at Wiley have my thanks for helping share my story for a global audience. Jenny Lee helped me write, edit and shape my story. Simon Bennett was a fabulous sounding board and shared his acute insights along the way.

I am extremely fortunate to work with my team at Exceed Global, who are an amazing group of creative, smart and authentic people. Your integrity and passion for our customers and their customers have made Exceed Global what it is today.

My advisory board members Joh Barker and Benjamin Meek have provided mentorship and friendship. Wherever we are in the world, they always make time to connect and are only ever a phone call away.

My parents, Nola Spicer and Michael Villani, brought me up to believe I could achieve anything I set my mind to. They were both successful in their own business careers, and I have learned a lot from them by osmosis. I appreciate the positive influence they have had on my life.

Keeping it in the family, my brother Tony Villani has been closely involved in my life on both a professional and personal basis. His sound financial advice is invaluable.

Carlo Giuliani’s wise counsel on my health and wellbeing has enabled me to stay strong and focused.

My close friends Nadia Giuliani, Linda Kerton, Rebecca Morris, Jillian Olarenshaw, Kevin St Mart, Murray Parker and Evica Vukasinovic have been there to support me throughout this journey.

Finally, I would like to thank all my customers, the clients who have given me the opportunity to spend many of my waking hours doing what I love. You have shaped my career and the person I am today, and I am forever grateful.