Best Practice Report

Evolve Your Culture Work Practice

Advanced Level: Culture Practices For CX Transformation

March 5th, 2021
Angelina Gennis, Senior Analyst
Angelina Gennis Senior Analyst
With contributors:
David Truog , Harley Manning , Amelia Nickels , Amanda Chen , Shayna Neuburg

Summary

This report about culture work — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies follow an effective and documented process for how to do it, follow a plan for how often, ensure that all relevant parts of the company collaborate on it, and have a senior person who requires that it get done. When companies layer the right org structure on top of a strong culture, it strengthens the customer-centric employee behaviors that already exist. This report will explain why, and how, at this advanced stage of maturity in culture work, to focus on continuously evolving your practice.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.