Build A Customer-First Culture, Step By Step

Infusing customer centricity into a company’s culture isn’t as simple as turning on a switch. When BC Hydro & Power Authority was looking to formalize its customer experience (CX) practice, it looked to Forrester for guidance. CX Lead Monika Curman describes how Forrester provided her organization with a step-by-step playbook for adopting more customer-centric ways of working. Now, customer experience is the focus of employee training and included in new-hire onboarding. Employees who offer exemplary customer experience are also recognized in the company’s awards program. “Having a framework and a methodology to develop our expertise over time has been so helpful to us,” Curman says.