267: The CX Imperative: 5 Critical Practices for Making Customer Centricity a Core Business Value with Mark Fithian and Jeff Rosenberg

267: The CX Imperative: 5 Critical Practices for Making Customer Centricity a Core Business Value with Mark Fithian and Jeff Rosenberg

From Navigating the Customer Experience by Yanique Grant, Customer Experience Strategist, Entrepreneur

January 27, 2026 · 31 min

About this episode

In this episode, Yanique Grant discusses customer centricity with Mark Fithian and Jeff Rosenberg, exploring critical practices for making it a core business value.

Send us Fan Mail In this episode of Navigating the Customer Experience, we sit down with Mark Fithian and Jeff Rosenberg, cofounders of WideOpen, a strategic customer experience (CX) consulting firm, and authors of the book The CX Imperatives: Five Strategic Practices for Renewal of the Customer-Centered Enterprise. With more than 30 years of experience each, Mark and Jeff bring deep insight from working across industries including healthcare, technology, automotive, consumer goods, and profe...

People in this episode

Host: Yanique Grant

Guests: Mark Fithian, Jeff Rosenberg

Topics covered

  • customer experience
  • business strategy
  • customer centricity
  • consulting
  • industry insights

Keywords

  • customer experience
  • business value
  • strategic practices
  • customer-centered
  • consulting

Mentioned in this episode

Organizations: WideOpen

Books & works: The CX Imperatives: Five Strategic Practices for Renewal of the Customer-Centered Enterprise

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