Best Practice Report

Drive A Resilient Customer-Centric Culture, Even In Hard Times

May 8th, 2020
Angelina Gennis, Senior Analyst
Angelina Gennis Senior Analyst

Summary

Customer needs and work norms can change unexpectedly. It’s crucial to keep your culture customer-centric despite those changes. Do it by clarifying how the organization and employees should adjust their behaviors to achieve the right customer experience (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.