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For Customer Experience Professionals

Leading Indicators Of An Effective Culture Transformation

How Companies Track The Progress Of Their Culture Change Efforts

December 5, 2016

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

Why Read This Report

Transforming a company's culture to become customer-centric can be a Herculean task. But when customer experience (CX) leaders confront skeptics who believe that the benefits of culture change are both unknowable and unquantifiable, the likelihood of persevering long enough to cultivate sustainable cultural improvements approaches zero. In this report, we detail four indicators CX pros should track to help measure the progress of their own culture transformations and describe how to find natural experiments that demonstrate the value of early culture initiatives.This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • Gauging The Impact Of Creating A Customer-Centric Culture Is Hard
  • Track Four Indicators Of Progress Toward Customer Centricity
  • Find Opportunities For Isolated Experiments That Will Prove Value
  • Recommendations

  • Start With Your Why Before Starting A Culture Transformation
  • Supplemental Material
  • Related Research Documents