Chart Your Course Report

Establish Your Culture Work Practice

Beginner Level: Culture Practices For CX Transformation

March 5th, 2021
With contributors:
David Truog , Harley Manning , Faith Adams , Amanda Chen , Amelia Nickels , Shayna Neuburg


This report about culture work — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies don’t yet follow an effective and documented process for how to do it. In other words, they either lack rigor in how they do culture work, or may not do much at all, or know exactly what it is. At this beginner stage of maturity in culture work, focus on establishing a rigorous practice. You need a clear “why” justifying the investment in the effort — based on how doing so will drive business results. This report explains why and how to ensure that your transformation to customer centricity survives and thrives over the multiple years required for it to succeed.

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