ALEC DALTON
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Beyond Experience Experiments, Alec Dalton's writings include several best-selling books.

OPERATIONS MANAGEMENT IN THE HOSPITALITY INDUSTRY

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From restaurants to resorts, the hospitality industry demands strong operations management to delight guests, develop employees, and deliver financial returns. This textbook provides students and practitioners with fundamental techniques and tools to analyze and improve operational capabilities of any hospitality organization.

Edited by Alec and Drs. Peter Szende and Michelle (Myongjee) Yoo, this book spans a breadth of topics critical to today's operations leaders. Each chapter - written by leading experts - surveys key theories, frameworks, and industry examples, with additional depth achieved through engaging learning features. 

Uniquely, the book is set out in standalone chapters that can be digested individually or together; allowing flexibility for instructors and readers seeking to learn specific subject matter. Whether a student preparing for their career, or a professional seeking tools, readers will gain valuable knowledge from Operations Management in the Hospitality Industry.

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Customer Experience

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In this first volume of the best-selling Customer Experience series, 22 leading CX professionals share their world-class philosophies, proven strategies, and expert insights for achieving customer success.

From the cultivation of customer-centric cultures to the curation of marketing metrics, this book covers the breadth of CX strategy. Business leaders seeking to dramatically enhance their products and services will find ample tips, techniques, and other takeaways. In Alec's section, readers will specifically learn a five-step framework for improving the quality of customer experiences.

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​Global perspectives include:
  • Naeem Arif
  • Michelle Badenhorst
  • Narjès Boufaden
  • Ruth Crowley
  • Alec Dalton
  • Jonathan Daniels
  • Patricia Sanchez Diaz
  • Daniel Dougherty
  • Hannah Foley
  • Gabriela Geeson
  • Megan Germann​
​
  • Ian Golding
  • Olga Guseva
  • Gayana Helder
  • Marc Karschies
  • Janelle Mansfield
  • ​Nick Meinertzhagen
  • Rohilla Nasreen
  • Duong Nguyen
  • Ben Phillips
  • Anna Stoll
  • ​Marleen van Wijk
Accolades
"100 Best Customer Experience Books of All Time" (BookAuthority)
"Best New Customer Experience Book" (BookAuthority)
#1 Hot New Release (Amazon)
  • Customer Service(s) (US, UK)
  • Customer Relations (US)
  • Consumer Behavior (US)
#1 Best-Seller (Amazon)
  • Customer Service(s) (US, UK)
  • Marketing & Sales (US)
  • Business & Investing (Netherlands)

Customer Experience 2

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Now available digitally, this sequel to the bestseller Customer Experience presents even more perspectives from top CX professionals. Readers will explore an array of topics on the cutting-edge of CX strategy, from the role of behavioral science in experience design to best-practices for building effective CX business cases.

24 industry leaders lend their voices in Customer Experience 2, which was edited by Naeem Arif, Ian Golding, and Andrew Priestley, and which includes a forward by Greg Melia, CEO of the Customer Experience Professionals Association. 

​Alec's contribution focuses on CX metrics and measurement. He translates Armand Feigenbaum and Joseph Juran's theories on "the cost of quality" in a manner that applies to building CX business cases. Readers will learn how to identify and balance the costs of "good quality" and "poor quality," in pursuit of optimal investments.

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Thought-leaders include:
  • ​Umer Asif
  • Michelle Badenhorst
  • ​Sharon Boyd
  • Christopher Brooks
  • Ruth Crowley
  • Alec Dalton
  • Patricia Sanchez Diaz
  • Hannah Foley​
  • ​Bruno Guimarães
  • Olga Guseva
  • Gayana Helder​​
  • Daniel Hoff-Rodrigues
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  • Richard Jordan
  • Nick Lygo-Baker
  • Janelle Mansfield
  • Spiros Milonas
  • Stefan Osthaus
  • Sirte Pihlaja
  • Olga Potaptseva
  • ​Sarb Rana
  • ​Stacy Sherman
  • Katie Stabler
  • ​​Betül Yılmaz
  • ​Marleen van Wijk
Accolades​
"7 Best New Customer Experience eBooks to Read in 2021" (BookAuthority)
"10 Books Every CX Leader Should Read in 2021" (Qualtrics)
#1 Hot New Release (Amazon)
  • Consumer Behavior (US)
  • Customer Relations (US)
  • Customer Services (UK, France)
  • Marketing & Sales (UK)
  • Marketing Consumer Behavior (Canada)
#1 Best-Seller (Amazon)
  • Customer Service(s) (US, UK, France)
  • Consumer Behavior (Canada)

CX-PRO: A practical Guide for the
​New Customer Experience ManAger

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As its title suggests, this primer introduces new customer experience managers to the fundamental concepts and considerations of the profession. The book provides practical guidance on how to develop and implement a successful CX strategy, including how to use systems thinking to identify and address customer-centric opportunities. Readers will learn how to develop customer journey maps, how to activate metrics to measure CX success, and how to design effective research methods and feedback systems to drive continuous improvement.

Authored by Alec's longtime collaborator Karl Sharicz, Alec shares his own perspective as the author of the book's foreward.


CX-PRO Beyond the Basics:
Advanced Insights for Customer Experience Professionals

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Following the acclaimed book CX-PRO: A Practical Guide for the New Customer Experience Manager, editor Karl Sharicz tapped sixteen customer experience experts to delve deeper into the intricate realm of CX management. From their respective vantage points, each unveils a rich tapestry of insights and practices, guiding readers beyond the fundamentals and into the realms of mastery within the CX discipline. 

Alec's section, entitled "Quality Approaches to Customer Experience Management," uncovers the three primary objectives of quality, unravels the four key components of quality management, and introduces a matrixed approach for developing holistic quality management strategies. Readers gain not only core theories, but also practical techniques and a new tool for elevating experiences.

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AMong Medallia's "BEST CUSTOMER EXPERIENCE BOOKS TO READ IN 2025"

​Renowned perspectives are shared by:
  • Jim Bass
  • Judy Bloch
  • Eckhart Boehme
  • Mark Borst
  • Alec Dalton
  • Gary David
  • Rich Dorfman
  • Scott Gilbey

  • Laurie Gray
  • Marc Mandel
  • Alex Mead
  • Greg Melia
  • Ken Peterson
  • Jerry Seufert
  • Mark Slatin
  • Patti Soltis
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