Notice an iceberg in the landing section and the (provisional) cover of the eBook / trend report? There is a reason – it has deep meaning and is used as an analogy in the diagram at right. It shows context and levers. This post goes into more detail: The customer success and experience iceberg
There are other such diagrams and resources as a way of sensemaking and as reference. The eBook / trend report and this site is built on this and many come from some fine minds and practitioners out there. The resources page summarises many of these and blog posts are the longer form means of diving into detail.