{"product_id":"the-cx-imperative-mark-fithian-9798891385818","title":"The CX Imperative: Five Strategic Practices for Renewal of the Customer-Centered Enterprise","description":"\u003cp\u003e\u003cstrong\u003eA strategic guide to embedding customer experience into all aspects of your business.\u003c\/strong\u003e\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eFor 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. \u003c\/p\u003e\u003cbr\u003e\u003cp\u003eFor 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.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eIn \u003cem\u003eThe CX Imperative\u003c\/em\u003e, 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: \u003c\/p\u003e\u003cbr\u003e\u003cp\u003e- Developing empathy-based \u003cstrong\u003eInsights\u003c\/strong\u003e about customers\u003c\/p\u003e\u003cbr\u003e\u003cp\u003e- Devising a \u003cstrong\u003eStrategy\u003c\/strong\u003e to focus and align efforts\u003c\/p\u003e\u003cbr\u003e\u003cp\u003e- Drawing up \u003cstrong\u003eBlueprints\u003c\/strong\u003e for creating winning experiences with intention\u003c\/p\u003e\u003cbr\u003e\u003cp\u003e- Creating an effective CX \u003cstrong\u003eOperating Model\u003c\/strong\u003e\u003c\/p\u003e\u003cbr\u003e\u003cp\u003e- Maintaining a \u003cstrong\u003eCulture\u003c\/strong\u003e of customer centricity\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eThis 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.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Mark Fithian, Jeff Rosenberg\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9798891385818\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Amplify Publishing\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 08\/05\/2025\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 208\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Hardcover\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.85lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 8.40h x 5.60w x 0.90d\u003cbr\u003e\u003cbr\u003e\u003cb\u003eReview Citation(s): \u003c\/b\u003e\u003cbr\u003e\u003ci\u003eKirkus Reviews\u003c\/i\u003e 01\/01\/0001\u003cbr\u003e\u003ci\u003eBlueInk Review\u003c\/i\u003e 06\/10\/2025","brand":"Mark Fithian","offers":[{"title":"Hardcover","offer_id":47135556206847,"sku":"9798891385818","price":27.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_f5db7a42-5b5a-45ba-973d-614c3da56aca.jpg?v=1755010501","url":"https:\/\/www.whiterainbookhouse.com\/products\/the-cx-imperative-mark-fithian-9798891385818","provider":"WR Book House","version":"1.0","type":"link"}