Best Practice Report

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

May 8th, 2020

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.