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.