Signals, Trends, and Episodes
A Language of Change
Customer Experience has been measuring static states in a world defined by movement.
The third volume of the series explains why state itself is not information – only change is. As long as organizations fixate on averages and snapshots, they remain structurally blind to what experience actually is: a dynamic system in continuous motion.
This book decomposes experience into its smallest functional units and reconstructs them into a new foundational language that both executives and architects can share. It introduces a model in which organizations move from passive reporting toward active control streams, reading signals and responding in real time with the same precision and velocity that high-frequency trading systems use to interpret markets.
Coming March 2026
Available soon on:
Amazon
Apple Books
Google Play Books
Who is this book for:
- For decision-makers who recognize that static reports and dashboards capture history, not direction
- For architects and technical leaders who need a shared language to translate system signals into organizational action
- For professionals working with complex, dynamic systems where change, timing, and feedback matter more than isolated events
- For readers who want to move beyond describing experience toward actively regulating system behavior
The whole cannot be found in averages, but in motion.
Customer Experience has long been analyzed through static metrics, even though the reality it seeks to explain is inherently dynamic. Signals, Trends, and Episodes argues that experience cannot be understood as a state, a score, or a snapshot, but only as movement within a complex system.
This book introduces a new foundational language for experience systems, grounded in signal dynamics and systems theory. Rather than focusing on isolated events, touchpoints, or averages, it shows how meaningful insight emerges from change itself: from deviations, correlations, and trajectories that unfold over time. Experience is reframed as a continuously evolving system state, shaped by weak signals, episodic accumulations, and directional trends long before outcomes such as churn, abandonment, or commitment become visible.
By shifting attention from values to vectors, and from dashboards to control streams, the book outlines how organizations can move beyond passive reporting toward real-time system regulation. Observation is no longer separated from action; it becomes directly coupled to response.
Signals, Trends, and Episodes challenges the dominant assumptions of the CX discipline and replaces them with a model in which experience is read, interpreted, and governed as a living system.
This is not a book about analytics tools.
It is a book about the physics of modern digital systems – and how experience must be understood when reality is defined by motion, not measurement.