Chart Your Course Report

Scale Your Culture Work Practice

Intermediate Level: Culture Practices For CX Transformation

March 5th, 2021
With contributors:
David Truog , Harley Manning , Faith Adams , Amanda Chen , Amelia Nickels , Shayna Neuburg


Customer-centric culture relies on the beliefs and behaviors of the entire organization, yet cultural efforts are often focused on those who already know how their role contributes to CX. This report about culture work is for CX transformation leaders whose companies already follow an effective and documented process for how to do it. At this intermediate stage of maturity in culture work, focus on scaling your practice. Expand this understanding of impact to back-office employees to make a meaningful shift. This report explains why and how to follow a plan for how often, ensure that all relevant parts of the company collaborate on it, and have a senior person who requires that it get done.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.