Trends Report

Leading Indicators Of An Effective Culture Transformation

How Companies Track The Progress Of Their Culture Change Efforts

December 5th, 2016
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
Samuel Stern, null
Samuel Stern
With contributors:
Harley Manning , William Willsea , Rachel Birrell

Summary

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. This report details 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.

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