Skip to main content

Save or Share this Report

For Customer Experience Professionals

Seven Steps To Create And Sustain A Customer-Centric Culture

CX Pros Must Prepare And Execute Customer-Centric Culture Transformations

October 6, 2016

Primary author headshot


  • By Samuel Stern
  • with Harley Manning,
  • William Willsea,
  • Rachel Birrell

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.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).


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