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Customer Experience Wheel: 1-Page Plan to Navigating Your CX Transformation Journey
This book will help you put customers at the center of what you do, and in turn, grow your business.
For any business to thrive, random initiatives in customer experience (CX) must evolve into a strategic, cohesive plan that accelerates growth and innovation. Traditionally, crafting a CX transformation strategy has been complex and time-intensive, often leading to it being overlooked. CX Wheel simplifies the creation of a comprehensive CX strategy by distilling the key elements of CX onto a single-page, actionable CX transformation plan.
CX Wheel lays out a road-tested, how-to CX transformation roadmap comprising 12 distinct steps across four pivotal phases (4As), systematically encapsulated in a single-page ASPIRE phase sets the tone for your future efforts. Here, the focus is on fostering customer obsession, unifying around customers, crafting a forward-looking CX vision, and formulating a robust CX strategy.The AWARE phase lays the groundwork of your CX program by collecting valuable data by listening to customers, and uncovering insights and opportunities for enhancing your customer experience.The ACT phase is where your strategic planning meets execution. You begin to formulate solutions based on your insights, implement them across your customer touchpoints journeys, and measure their impact.The ADVANCE phase widens your focus to incorporate organization, employees, and technology in your CX transformation. This phase solidifies your company's commitment to delivering superior CX and sets the pace for your ongoing journey.
This comprehensive guide provides a customer-centered foundation that unifies the organization around customers and the delivery of positive experiences. It will lead you, step-by-step, to successful CX implementation, transforming your customer interactions into strategic business growth.
The book also serves as a helpful study guide for those preparing for the Certified Customer Experience Professional (CCXP) exam. It reinforces your understanding of CX principles and provides a contextual backdrop to the theoretical knowledge required to pass the CCXP exam.
Whether you're just starting out with a new business, are an experienced entrepreneur, hold a position as a CX professional, or are looking to introduce the CX concept to your organization in another capacity, the 1-page CX Wheel is the easiest and fastest way to create a CX plan that will put customers at the center of your business to propel your business forward on the path to long-term success.
For any business to thrive, random initiatives in customer experience (CX) must evolve into a strategic, cohesive plan that accelerates growth and innovation. Traditionally, crafting a CX transformation strategy has been complex and time-intensive, often leading to it being overlooked. CX Wheel simplifies the creation of a comprehensive CX strategy by distilling the key elements of CX onto a single-page, actionable CX transformation plan.
CX Wheel lays out a road-tested, how-to CX transformation roadmap comprising 12 distinct steps across four pivotal phases (4As), systematically encapsulated in a single-page ASPIRE phase sets the tone for your future efforts. Here, the focus is on fostering customer obsession, unifying around customers, crafting a forward-looking CX vision, and formulating a robust CX strategy.The AWARE phase lays the groundwork of your CX program by collecting valuable data by listening to customers, and uncovering insights and opportunities for enhancing your customer experience.The ACT phase is where your strategic planning meets execution. You begin to formulate solutions based on your insights, implement them across your customer touchpoints journeys, and measure their impact.The ADVANCE phase widens your focus to incorporate organization, employees, and technology in your CX transformation. This phase solidifies your company's commitment to delivering superior CX and sets the pace for your ongoing journey.
This comprehensive guide provides a customer-centered foundation that unifies the organization around customers and the delivery of positive experiences. It will lead you, step-by-step, to successful CX implementation, transforming your customer interactions into strategic business growth.
The book also serves as a helpful study guide for those preparing for the Certified Customer Experience Professional (CCXP) exam. It reinforces your understanding of CX principles and provides a contextual backdrop to the theoretical knowledge required to pass the CCXP exam.
Whether you're just starting out with a new business, are an experienced entrepreneur, hold a position as a CX professional, or are looking to introduce the CX concept to your organization in another capacity, the 1-page CX Wheel is the easiest and fastest way to create a CX plan that will put customers at the center of your business to propel your business forward on the path to long-term success.
- GenresBusiness
260 pages, Kindle Edition
Published January 2, 2024
40 people are currently reading
421 people want to read
About the author
Toni Krasnic
7 books13 followersToni Krasnic, MBA, is a distinguished professional in the Customer Experience (CX) field, with an extensive experience in both the hospitality and government sectors. As a Certified Customer Experience Professional (CCXP), Toni combines insights from his business consulting and leadership in government, offering a unique and valuable perspective on CX.
Toni's commitment to elevating customer experiences through innovative strategies and leadership have established him as an influential voice in the CX community. His contributions extend beyond practice; as an author and sought-after speaker at conferences, he continues to guide and inspire future CX leaders.
Toni's commitment to elevating customer experiences through innovative strategies and leadership have established him as an influential voice in the CX community. His contributions extend beyond practice; as an author and sought-after speaker at conferences, he continues to guide and inspire future CX leaders.
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Displaying 1 - 4 of 4 reviews
September 5, 2024
Great book for us working with creating customer value
I have read a lot of CX books and encountered different applications of it throughout my career. This book stands out in its simpleness describing the whole process. It also contains in-depth practice applications from design thinking and quick-tips. I definitely recommend this book.
I have read a lot of CX books and encountered different applications of it throughout my career. This book stands out in its simpleness describing the whole process. It also contains in-depth practice applications from design thinking and quick-tips. I definitely recommend this book.
December 14, 2024
a useful and practical CX framework
“Customer Experience Wheel” by Toni Krasnic is a comprehensive, 260-page guide to developing effective customer experience strategies. .
The book introduces Krasnic’s readers to his “Customer Experience (CX) Wheel” framework – a 12-step roadmap that spans four pivotal phases: “Aspire”, “Aware”, “Act”, and “Advance”, that can be used to foster customer-centricity and drive business growth, and that culminates in a single-page CX transformation plan that simplifies the complex processes into an easily accessible format. .
The book should prove to be an interesting read for business leaders and CX professionals who are looking for a structured tool that can enhance their approach to improving customer satisfaction and loyalty. .
“Customer Experience Wheel” by Toni Krasnic is a comprehensive, 260-page guide to developing effective customer experience strategies. .
The book introduces Krasnic’s readers to his “Customer Experience (CX) Wheel” framework – a 12-step roadmap that spans four pivotal phases: “Aspire”, “Aware”, “Act”, and “Advance”, that can be used to foster customer-centricity and drive business growth, and that culminates in a single-page CX transformation plan that simplifies the complex processes into an easily accessible format. .
The book should prove to be an interesting read for business leaders and CX professionals who are looking for a structured tool that can enhance their approach to improving customer satisfaction and loyalty. .
October 9, 2025
CX Wheel by Toni Krasnic delivers a clear, actionable framework for customer experience excellence. Concise, practical, and outcome-driven — a must-read for leaders building customer-obsessed organizations.
October 8, 2025
in the beginning this book was interesting. I got a ton of ideas from it. As it went on it was more for the corporate business.
Displaying 1 - 4 of 4 reviews