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For Customer Experience Professionals

Case Study: The CX Transformation That Revitalized HP's Printer Business

How A New CX Implementation Process Led To Successful Product Launches And Millions In Savings

July 12, 2019

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Why Read This Report

The Hewlett-Packard split resulted in HP Inc. (HP) owning the computer and printer business during a time when the printer market was becoming increasingly commoditized with pockets of decline. A cultural change was needed to move from product- and feature-focused innovation to putting customers' unmet needs at the center of everything the company did. Through this case study, customer experience (CX) leaders can learn how key efforts allowed HP to achieve gains in both CX culture and, ultimately, its bottom line.

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Table of Contents

  • Situation: Split Left HP's Hardware Business On A Burning Platform
  • Approach: HP Shifted Focus From Product Innovation To CX Obsession
  • Results: Success In Culture Change And Business Impact
  • Recommendations

  • Be Consistent In Vision And Approach Through Your Transformation
  • Supplemental Material
  • Related Research Documents

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