Case Study

Case Study: The CX Transformation That Revitalized HP’s Printer Business

How A New CX Implementation Process Led To Successful Product Launches And Millions In Savings

July 12th, 2019
With contributors:
Judy Weader , Sam Karpinski , Harley Manning , Karen Traikovich


The Hewlett-Packard split resulted in HP Inc. (HP) owning the computer and printer business during a time when the printer market was becoming increasingly commoditized with pockets of decline. A cultural change was needed to move from product- and feature-focused innovation to putting customers’ unmet needs at the center of everything the company did. This case study, shows customer experience (CX) leaders how key efforts allowed HP to achieve gains in both CX culture and, ultimately, its bottom line.

Want to read the full report?

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

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.