Customer Experience Thinking
by Si Elliott
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Pub Date May 21 2026 | Archive Date May 20 2026
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Description
In a modern world where we are obsessed with clicks, impressions and conversions we are losing focus on what's important: the human experience and connection. This new book by Si Elliott will help to show how we can bring this back, and make the person the centre of the world, not technology.
We’ve never been more connected, yet authentic connection feels increasingly rare. In a digital world, modern business has mastered reach, automation and optimisation. But in the pursuit of efficiency, many brands have unintentionally diluted the very thing that builds trust and loyalty: meaningful human relationships.
In Customer Experience Thinking, Si Elliott combines over 20 years of marketing and customer experience leadership with behavioural science to reveal what really drives trust, loyalty and decision making.
Through 8 practical customer experience principles and 34 key behavioural biases, you’ll gain a clear framework for designing brand experiences that reduce friction, strengthen customer relationships and create meaningful emotional connection.
Customer Experience Thinking is the essential, practical guide to building deeper customer relationships in an increasingly digital world. It will challenge how you think about experience, encourage you to serve more meaningfully, and help you create connections that feel less transactional and more human.
A Note From the Publisher
customer experience expert with over 20 years of experience helping brands build deeper, more meaningful connections.
As co-owner of creative agency Diversity and founder of customer
experience consultancy Fabricx, he combines behavioural science with practical strategy to design experiences that genuinely resonate.
An award-winning guest lecturer at Nottingham Trent University, the
University of Nottingham and the Communication University of China, Si also serves on academic advisory boards, working closely with the next generation of marketers and psychologists. His work sits at the intersection of digital progress and human connection.
He is driven by a simple belief: when we truly understand how people think and focus on serving them better, we create stronger
relationships, better businesses and greater outcomes for everyone.
Advance Praise
"Customer Experience Thinking is a relevant, highly practical guide for anyone working in marketing, branding or customer experience.
The author, Si Elliott, has the gift of being able to take complex behavioural science and translate it into clear, usable insight. Rather than overwhelming the reader with theory, the book focuses on application, showing how small, intentional changes can have a meaningful impact on how people experience and engage with a brand.
The emphasis on simplicity, emotional connection and understanding real human behaviour feels particularly relevant in today’s super-fast, tech-led, digital landscape, where it’s all-too-easy to prioritise metrics over meaning. The frameworks are easy to grasp and, importantly, easy to apply (great to inspire discussion in the next marketing team meeting!).
A strong addition to the growing body of work around behavioural science, sitting alongside Thinking, Fast and Slow and Nudge, but with a more practical, business-focused lens."
“Si is one of the most engaging communicators I’ve had the pleasure to work with. His ability to bring complex behavioural ideas to life through storytelling is exceptional. This book captures that same energy. It’s practical, entertaining, and human.”
Dr Kelly Yarnell, Nottingham Trent University
“A thoughtful, behaviourally smart guide to customer experience. Si doesn’t just tell you what to do, he helps you understand why it matters. A powerful read for anyone who wants to build stronger, more memorable connections and relationships.”
Josh Apiafi, Rewards4Racing and Sky Sports
Marketing Plan
Marketing and media enquiries: helenlewis@literallypr.com
Marketing and media enquiries: helenlewis@literallypr.com
Available Editions
| EDITION | Hardcover |
| ISBN | 9781918428179 |
| PRICE | £18.50 (GBP) |
| PAGES | 256 |
Links
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