The Cx Imperative: Five Strategic Practices for Renewal of the Customer-centered Enterprise - Couverture rigide

Fithian, Mark; Rosenberg, Jeff

Couverture rigide

ISBN 13 : 9798891385818

Editeur : Amplify Publishing, 2025

Synopsis

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 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.

A propos du livre

À propos de l'auteur

Mark Fithian and Jeff Rosenberg are the cofounders of WideOpen, a Strategic CX consulting company.

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 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.

Détails de l'édition

• Éditeur: Amplify Publishing
• Date d'édition: 2025
• Langue: anglais
• ISBN 13: 9798891385818
• Reliure: Relié
• Nombre de pages: 208
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible