For Customer Experience Professionals

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	December 2, 2009 Case Study: Cardinal Health's Grassroots Customer Experience Evangelism Reaches The C-Suite by Megan Burns with Elizabeth Boehm, Shelby Catino

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Executive Summary

For the last four years Cardinal Health has been on a journey toward Experience-Based Differentiation. At many firms, that journey starts at the highest levels of the organization, but at Cardinal Health it all started with a grassroots effort led by a small team of people. Forrester spoke with Vice President of Customer Excellence George Taylor, who has demonstrated that by focusing on business results and enlisting help from a broad base of people within the organization, a small team can start a customer experience revolution that changes the culture of a multibillion-dollar global corporation.

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