Forrester

Why Read This Report

Changing from a product-centric company to a customer-centric company requires a cultural transformation. This is no small task. That's because transformation involves changing the beliefs and behavioral norms of everyone in the company. Customer experience professionals can't do this alone. Change agent programs offer customer experience teams extended capacity to replicate skills and tailor messages so that they're relevant to employees at a local level, across geographies. This report provides firms with an overview of the key components of change agent programs: recruitment, training, and ongoing support.