Trends Report

Seven Steps To Create And Sustain A Customer-Centric Culture

CX Pros Must Prepare And Execute Customer-Centric Culture Transformations

October 6th, 2016
With contributors:
Harley Manning , William Willsea , Rachel Birrell

Summary

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.

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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.

With
Harley Manning
William Willsea
and Rachel Birrell