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For Customer Experience Professionals

Seven Steps To Create And Sustain A Customer-Centric Culture

CX Pros Must Prepare And Execute Customer-Centric Culture Transformations

September 22, 2015

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Why Read This Report

Transforming cultures to be customer-centric is one of the toughest challenges that customer experience (CX) professionals face. That's because changing the culture of an organization requires the successful orchestration of many initiatives. This report provides an organizational framework for CX pros to create and sustain a customer-centric culture by following a seven-step process. 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

  • Firms Struggle To Make Their Cultures Customer-Centric
  • You Can Create And Sustain A Customer-Centric Culture
  • Prepare For Culture Transformation
  • Create A Customer-Centric Culture
  • Maintain Your Customer-Centric Culture
  • RECOMMENDATIONS

  • CX Professionals Must Orchestrate Their Culture Transformations
  • Supplemental Material
  • Related Research Documents

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