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For Customer Experience Professionals

Five Key Steps For Making Your Culture More Customer-Centric

Beginner Level: Culture Practices For CX Transformation

January 3, 2019

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This report is part of "Act: Beginner Level" in The CX Transformation Playbook.

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. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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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 Advancing Your Culture
  • Recommendations

  • Manage Organizational Expectations For The Pace Of Culture Change
  • Supplemental Material
  • Related Research Documents