What do you think?
Rate this book
The CX Imperative: Five Strategic Practices for Renewal of the Customer-Centered Enterprise
A strategic guide to embedding customer experience into all aspects of your business.
For decades, a fundamental flaw has flourished in the strategic operating model of the modern corporation—a Great Distancing from the needs and expectations of customers.
For some, such as Blockbuster, AOL, and Kodak, this flaw has been disastrous. Meanwhile, those that have woven the customer deeply into their culture have prospered—with increased revenues and more fulfilled employees.
In The CX Imperative, Strategic CX experts Mark Fithian and Jeff Rosenberg reveal five critical practices for changing customer centricity from a presentation-layer pursuit to a core
Developing empathy-based Insights about customersDevising a Strategy to focus and align effortsDrawing up Blueprints for creating winning experiences with intentionCreating an effective CX Operating ModelMaintaining a Culture of customer centricityThis strategic approach to CX is essential for companies to cut through the complexity of today’s operating environment and meet their customers’ needs for the benefit of all stakeholders.
For decades, a fundamental flaw has flourished in the strategic operating model of the modern corporation—a Great Distancing from the needs and expectations of customers.
For some, such as Blockbuster, AOL, and Kodak, this flaw has been disastrous. Meanwhile, those that have woven the customer deeply into their culture have prospered—with increased revenues and more fulfilled employees.
In The CX Imperative, Strategic CX experts Mark Fithian and Jeff Rosenberg reveal five critical practices for changing customer centricity from a presentation-layer pursuit to a core
Developing empathy-based Insights about customersDevising a Strategy to focus and align effortsDrawing up Blueprints for creating winning experiences with intentionCreating an effective CX Operating ModelMaintaining a Culture of customer centricityThis strategic approach to CX is essential for companies to cut through the complexity of today’s operating environment and meet their customers’ needs for the benefit of all stakeholders.
174 pages, Kindle Edition
Published August 5, 2025
5 people are currently reading
4 people want to read
Ratings & Reviews
Friends & Following
Create a free account to discover what your friends think of this book!
Community Reviews
No one has reviewed this book yet.