If you have ever struggled to explain the importance of focusing on Customer Experience or want a blueprint to building a CX practice, this book is for you. I’m only partway through and already highlighting multiple passages because they resonate so deeply!

“You are already spending billions every year on customer experience. Products, services, emails, sales calls, marketing campaigns, events, brand work, retail environments, websites, mobile apps—the money is being spent. The question is this: Are organizations willing to be courageous in leading an effort to align, connect, and integrate this work?”

We cannot ignore the customer in favor of the shareholders lest we reduce our effectiveness and competitiveness in the long run. Without yet finishing this book, I already recommend it!

A pivotal guide for embedding customer experience (CX) as a core business practice. Addressing the "Great Distancing"—a drift from customers due to shareholder focus and siloed structures—the authors offer five strategic practices: Insights, Strategy, Blueprints, Operating Model, and Culture. Drawing from their extensive consulting experience, they provide tools like assessment frameworks and customer mapping to align teams and enhance value. Praised by industry experts like B. Joseph Pine II and Jeanne Bliss, the book balances theory with actionable steps, though it may lean toward large enterprises. Its clear, structured approach makes it a must-read for leaders seeking to revitalize customer-centricity and drive economic returns in a complex business landscape.

Thank you NetGalley and Amplify Publishing Group for this eCopy to review.

I just finished The CX Imperative by Mark Fithian and Jeff Rosenberg, and it’s a game-changer for anyone serious about customer experience. This isn’t just a business book it’s a strategic blueprint for transforming how companies operate from the inside out.

The authors identify a core issue plaguing modern corporations: the “Great Distancing” from customers. Too many businesses focus inward on products, processes, and shareholder value, while relegating customer experience (CX) to surface-level interactions. Fithian and Rosenberg argue that CX should be embedded into the DNA of an organization, and they offer five strategic practices to make that happen:

1. Empathy-based insights to truly understand customer needs
2. Focused strategy to align efforts across departments
3. Intentional experience blueprints to design winning interactions
4. A scalable CX operating model that supports long-term success
5. A culture of customer centricity that permeates every level of the business

What I loved:

📊 The structure is clear and actionable. Each chapter builds on the last, with space for reflection and practical application.

🧠 The emphasis on empathy is refreshing. It’s not just about metrics—it’s about understanding people.

🔧 The examples, while sometimes hypothetical, illustrate how CX can be a true competitive advantage when done right.

📈 It’s empowering. Whether you're in leadership or frontline operations, this book makes you feel like change is possible—and necessary.

This is a must-read for anyone in business, marketing, or leadership who wants to move beyond buzzwords and make CX a core value. It’s thoughtful, strategic, and packed with insights that feel both urgent and timeless.

Finally, somebody gets the idea that good customer experience is the most important thing in running a successful business. This book was excellent, and tells it like it is.