Trends Report

Checklist The Progress Of Your Culture Transformation

A Guide To Using Forrester's Seven-Step Customer-Centric Culture Transformation Checklist

March 31st, 2016
Samuel Stern, null
Samuel Stern
With contributors:
Michael Gazala , William Willsea , Rachel Birrell


Companies want more customer-centric cultures to help them consistently deliver better customer experiences. But the path to customer centricity is long and uncertain. Forrester created a customer-centric culture transformation checklist to help CX professionals ask and answer the right questions to gauge their progress toward customer centricity. This report describes how to use that checklist.

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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.