“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
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.
“For CX to truly matter, it can’t live on the sidelines—it must be embedded into the DNA of the organization. The CX Imperative delivers a sharp, structured approach to making that a reality.”
—VINNY RINALDI, vice president, media & marketing technology, The Hershey Company
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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.