Best Practice Report

Evolve Your Culture Work Practice

Advanced Level: Culture Practices For CX Transformation

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

Summary

This report about culture work — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies follow an effective and documented process for how to do it, 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. When companies layer the right org structure on top of a strong culture, it strengthens the customer-centric employee behaviors that already exist. This report will explain why, and how, at this advanced stage of maturity in culture work, to focus on continuously evolving your practice.

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This report is available for individual purchase ($1495).

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