Finalist
Book Title: The CX Imperative: Five Strategic Practices for Renewal of the Customer-Centered Enterprise
Author:Jeff Rosenberg
Co-Authors:Mark Fithian
Published:2025
How is your book helping others?
The CX Imperative offers business leaders a clear, actionable framework for embedding customer experience (CX) into the strategic core of their organization. Rather than treating CX as a siloed initiative or surface-level tactic, authors Mark Fithian and Jeff Rosenberg—seasoned CX consultants—position it as the key to sustainable growth, cross-functional alignment, and long-term value creation. Drawing from decades of experience with Fortune 500 clients, they identify a pervasive issue in modern enterprises: the “Great Distancing” from customers. This book challenges that drift and provides five strategic practices that help organizations reconnect with the people they serve. Its innovation lies in bridging high-level strategy with operational practicality, showing leaders how to scale customer-centricity across teams, systems, and culture. In a crowded field of CX literature, The CX Imperative stands out as both a wake-up call and a roadmap for organizations ready to make customer exp