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For Customer Experience Professionals

Five Key Steps For Making Your Culture More Customer-Centric

Establish Your Culture Practices For CX Transformation

June 19, 2017

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Why Read This Report

CX transformation requires creating a system of shared values and behaviors that focus employees on delivering great customer experiences. To do this, customer experience leaders need to establish robust culture practices. But for most firms, that's a tall order. This report, part of the CX transformation playbook, describes the five initial steps required to launch a successful culture transformation. It also links to additional reports that provide more depth.

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Table of Contents

  • When It Comes To CX Competencies, Culture Is First Among Equals
  • Successful Culture Transformations Start With These Five Steps
  • Know When To Move On To Optimizing Your Culture
  • Recommendations

  • Manage Organizational Expectations For The Pace Of Culture Change
  • This Report Is Part Of The CX Transformation Playbook
  • Supplemental Material
  • Related Research Documents

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