The CX Imperative has been awarded the Gold Medal in the Business Intelligence & Innovation category at the Axiom Business Book Awards.
We are incredibly proud of this recognition, and what it represents to us: This award reflects the years we've spent working alongside outstanding clients, peers, and collaborators who share our belief that customer experience is one of the most powerful drivers of business performance. The book was our way of formalizing and expanding that practice — and this honor affirms that the work matters.
“According to the authors, CX shouldn’t be a department or a set of tactics, but rather the substance of the entire business…The book provides assessment tools and practical frameworks to help leaders make this a reality.”
Kirkus Reviews
“In The CX Imperative, Fithian and Rosenberg identify THE problem that ails corporate America—the Great Distancing from customers—and offer the right solution: customer centricity and experience.”
B. Joseph Pine II, coauthor of The Experience Economy
and cofounder of Strategic Horizons
“In The CX Imperative Fithian and Rosenberg offer a much-needed roadmap to help companies adopt a pervasive CX mindset, avoid the Great Distancing, and—instead—drive improved customer and corporate value.”
Etosha Thurman, CMO,
SAP Intelligent Spend & Business Network
The CX Imperative
A strategic guide to embedding customer experience into all aspects of your business.
The CX Imperative reveals five critical practices for changing customer centricity from a presentation-layer pursuit to a core value:
Developing empathy-based Insights about customers
Devising a Strategy to focus and align efforts
Drawing up Blueprints for creating winning experiences with intention
Creating an effective CX Operating Model
Maintaining a Culture of customer centricity
This 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.
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About the Authors and Founders of WideOpen
MARK FITHIAN
Mark’s customer strategy expertise and methodologies were developed through over thirty years of work across multiple industries, collaborating with leading brands such as Providence, SAP, PayPal, Optum, IBM, BMW, the American Cancer Society, and Microsoft. Before cofounding WideOpen, Mark held key roles in both client-side and agency-side positions, as well as in strategic consultancies.
JEFF ROSENBERG
Jeff has spent more than thirty years working across strategy, operations, and customer experience disciplines, consulting for leading companies such as SAP, Verizon, Hershey, Optum, BMW, ADT, and Motorola. Prior to cofounding WideOpen, Jeff served in leadership and practitioner roles in consulting, agency, and corporate organizations.
Press
Mark and Jeff are available for interviews, speaking, and book-related events. For more information, please see their Press Kit.