Forrester

Why Read This Report

A customer-centric culture is a system of shared values and behaviors that focus employee activity on improving the customer experience. Customer experience leaders have three tools they can use to craft a culture that is truly customer-centric: hiring, socialization, and rewards. How leaders apply these tools depends on their organization's customer experience strategy, which clarifies the type of people they need and the behaviors these employees must exhibit. Forrester created a simple scorecard to help firms assess the maturity of their customer-centric cultures and plan next steps for creating a transformation road map.