{"product_id":"the-cx-imperative-five-strategic-practices-for-renewal-of-the-customer-centered-enterprise-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\u003cbr\u003e\u003cb\u003eAbout the Author\u003c\/b\u003e\u003cbr\u003e\u003cb\u003e\u003ci\u003eFithian, Mark:\u003c\/i\u003e\u003c\/b\u003e - \u003cp\u003e\u003cstrong\u003eMark Fithian\u003c\/strong\u003e and \u003cstrong\u003eJeff Rosenberg\u003c\/strong\u003e are the cofounders of WideOpen, a Strategic CX consulting company. \u003c\/p\u003e\u003cbr\u003e\u003cp\u003eMark'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.\u003c\/p\u003e\u003cbr\u003e\u003cp\u003eJeff 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.\u003c\/p\u003e","brand":"Amplify Publishing","offers":[{"title":"Default Title","offer_id":51580140421394,"sku":"9798891385818","price":19.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0831\/4771\/8930\/files\/img_5bad427e-4bff-49c3-a635-faa770eb1fb6.jpg?v=1756207517","url":"https:\/\/surprise-castle.myshopify.com\/products\/the-cx-imperative-five-strategic-practices-for-renewal-of-the-customer-centered-enterprise-9798891385818","provider":"Surprise Castle","version":"1.0","type":"link"}