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NRG Shifted Its Culture For Customer Relationship Management

Suzie Dieth, home chief experience officer at NRG, transformed customer relationship management from being just the job of frontline agents to an integral part of operations across the organization. Hear Dieth explain how she achieved successful culture change with support from Forrester.

Forrester really took the time to understand what our goals and strategy objectives were, helped us find the right research and frameworks to support that, and then stayed in touch along the way.

— Suzie Dieth
Home Chief Experience Officer, NRG

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