Trends Report

Brief: Crafting A Customer-Obsessed Culture

How Leading Firms Apply Forrester's Seven Steps To Create A Customer-Centric Culture

February 24th, 2016
Thomas McCann, null
Thomas McCann
Samuel Stern, null
Samuel Stern
With contributors:
Michael Barnes , Harley Manning , Erna Esa , Bill Nagel


Is your organization aligned behind a shared understanding of the types of experiences your customers expect? Do key staff understand their roles in delivering those experiences? If you're like most firms, the answer is unfortunately "No." That's a problem, because business success is no longer possible without an ingrained culture of customer obsession. This report looks at how customer experience (CX) pros are transforming their company culture by using an organizational framework and a seven-step process for creating and sustaining a customer-centric culture.

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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.