Why Read This
Transforming cultures to be customer-centric is one of the toughest challenges that customer experience (CX) professionals face. That's because changing the culture of an organization requires the successful orchestration of many initiatives. This report provides an organizational framework for CX pros to create and sustain a customer-centric culture by following a seven-step process. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.