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For Customer Experience Professionals

Remove Barriers And Add Enablers For A Customer-Centric Culture

Intermediate Level: Culture Practices For CX Transformation

November 30, 2018

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

Why Read This Report

Once customer experience (CX) transformation leaders have established solid culture practices, they should move on to advancing their culture transformation by making customer-centric behavior adoption a probability, not just a possibility. This report describes how firms make it easier to adopt and maintain customer-centric behaviors by removing barriers to employee behavior change and creating new processes and support structures that build rigor and routine. Forrester refreshes this report regularly based on new research.

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Table of Contents

  • Advancing Organizational Culture: A Long Road That Few Walk
  • Culture Change = Behavior Change
  • Know When Your Culture Is Ready For Sustain Rather Than Transform
  • Recommendations

  • Look For Culture Transformation Success Milestones
  • Supplemental Material
  • Related Research Documents