Essentials Report

Culture Case Studies For CX Transformation

April 24th, 2024
With contributors:
Rick Parrish , Anna Synakh , Shayna Neuburg


Culture work underpins successful customer experience (CX) transformation. This collection of case studies captures diverse cultural efforts so you can build a customer-focused culture change approach that fits your organization and CX vision.

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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.