Journey to Customer Obsession: A Blueprint for CX Maturity and Enterprise Transformation
By Raymond Gerber, Co-founder, Institute for Journey Management (I4JM)
Global CX innovator Raymond Gerber has released his groundbreaking book, Journey to Customer Obsession: A Blueprint for CX Maturity and Enterprise Transformation, now available on Amazon in hardcover, paperback, and Kindle editions.
In a business landscape where customer loyalty is hard-won and easy to lose, Journey to Customer Obsession provides executives and practitioners with a clear, structured roadmap to transform their organizations into customer-obsessed enterprises. Drawing on more than two decades of leadership in journey management and experience transformation, Gerber presents a practical, tested model that connects customer journeys directly to measurable business outcomes — growth, retention, and profitability.
“Customer experience has outgrown touchpoints and slogans,” Gerber notes. “It’s time for organizations to evolve into enterprises that are driven by journeys, aligned across functions, and anchored in measurable value. This book shows exactly how to do that.”
About the Book
Journey to Customer Obsession goes far beyond traditional CX playbooks. It guides readers through a nine-stage maturity model — from Awareness and Commitment to Transformation and Advocacy — illustrating how companies can operationalize journey-led CX as a core business discipline.
Each chapter blends real-world examples, practical templates, and proven strategies for embedding customer-centricity into structures, culture, governance, and measurement systems. The book is already being recognized by industry professionals as a definitive blueprint for bridging strategy, operations, and customer value creation.
Who Should Read It
This book is designed for:
- C-level executives and board leaders aiming to link CX investment to ROI.
- Customer experience professionals and journey managers seeking operational playbooks.
- Transformation leaders, consultants, and technology executives integrating CX with data, analytics, and automation.
- Academics and educators exploring frameworks for the future of customer-centric business design.
About the Author
Raymond Gerber is an international thought leader in customer experience innovation and the creator of the Journey-Led CX methodology. He has served as Chief Technology Officer and Chief Product Officer at Thunderhead.com, where he pioneered journey-based orchestration, and later as a Distinguished XM Scientist at Qualtrics, integrating journey analytics into experience management.
Gerber is the co-founder of the Institute for Journey Management (I4JM), dedicated to defining global standards in journey-centric disciplines. He currently advises technology companies and financial institutions across Asia, Europe, and the Middle East, helping them embed journey operationalization as a driver of business transformation.
Availability
Journey to Customer Obsession: A Blueprint for CX Maturity and Enterprise Transformation
is now available on Amazon in hardcover, paperback, and Kindle formats.
ISBN: 9798271797781
Amazon Link:
