Customer Experience Wheel: 1-Page Plan to Navigating Your CX Transformation Journey
What is CX Wheel (CXW) book about?
In one sentence, CX Wheel shows you how to put customers at the center of what you do, and in turn, grow your business.
CXW shows you a more practical, faster, and easier way to successfully navigate the CX transformation journey. The focus of the book is on actions you can take to transform your business. It’s by far the most systemic way to go from knowing very little about CX to holistically incorporating CX principles into your operations.
CXW Overview
CX Wheel lays out a road-tested, how-to CX transformation roadmap comprising of 12 distinct steps across four pivotal phases (4As), systematically encapsulated in a single-page framework:
The ASPIRE phase sets the tone for your future efforts. Here, the focus is on fostering customer obsession, unifying around customers, crafting a forward-looking vision, and formulating a robust CX strategy.
The AWARE phase lays the groundwork of your CX program by collecting valuable data by listening to customers, and uncovering insights and opportunities for enhancing your customer experience.
The ACT phase is where your strategic planning meets execution. You begin to formulate solutions based on your insights, implement them across your customer touchpoints journeys, and measure their impact.
The ADVANCE phase widens your focus widens to incorporate organization, employees, and technology in your CX transformation. This stage solidifies your company’s commitment to delivering superior CX and sets the pace for your ongoing journey.
This comprehensive guide provides a customer-centered foundation that unifies the organization around customers, their data, and the delivery of personalized, meaningful experience. It will lead you, step-by-step, to successful CX implementation, transforming your customer interactions into strategic business growth.
Who is CXW book for?
I wrote this book help businesses and organizations, even those new to CX, that aim to delve deeper into the realm of CX or are gearing up to undertake a CX transformation. Focus is on how to create an actionable CX plan and implement it.
The CXW framework synthesizes key CX principles that are impactful in practice. Through my numerous CX transformation engagements in the hospitality industry, and recently in government, I’ve successfully helped many businesses and organizations make the leap to CX strategy to improve business and organizational outcomes by putting customers in the center of their business. The framework also incorporates best practices from colleagues and CX think tanks, and lessons from customers.
The book is also a valuable guide for CX practitioners, offering insights, strategies, and tips they can use in their CX transformation work with clients.
The book also serves as a helpful study guide for those preparing for the CCXP exam. The book aligns with the CX competencies needed for certification, offering practical, real-world applications of CX principles. It reinforces your understanding and provides a contextual backdrop to the theoretical knowledge required to pass the CCXP exam.
Book testimonials
“CX Wheel artfully combines profound CX insights with practical wisdom, ensuring readers can generate the kind of loyalty that has customers proclaiming, 'I'll be back!' It's a roadmap to creating amazing customer experiences that anyone can use.”
— Shep Hyken, New York Times bestselling author of I'll Be Back
”Creating great customer experience doesn't just happen - it requires commitment, specialized knowledge, and a solid plan. Toni Krasnic, CCXP shares insight and guidance from his experience fostering customer-centricity in multiple organizations, in a book that is simple and straightforward to read, yet business-changing. Whether you are just starting in customer experience or you an experienced CX professional taking on a new assignment, CX Wheel can be a transformative guide to advancing CX at your company.”
— Greg Melia, CAE, CEO, Customer Experience Professionals Association (CXPA)
”Toni Krasnic has simplified the intricate field of Customer Experience (CX), turning it into a practical blueprint for implementation. This is especially beneficial for newcomers to CX, offering a detailed, step-by-step guide demonstrating how organizations can leverage CX to gain a competitive edge. For professionals dedicated to excellence and intention in their work, this book is an essential addition to their CX resource collection.”
— Mohamed Latib, CEO, CX University
”Toni Krasnic's elegant CX Wheel model complements the principles and proven path I first shared in Uplifting Service. This delightful new book will empower you with a robust framework to elevate customer experience and create a culture of service excellence. Packed with insightful and practical strategies, this is an essential read for everyone who seeks to inspire colleagues and enrich customers with elevated service. Highly recommended!”
— Ron Kaufman, New York Times bestselling author of Uplifting Service