Summary
Transforming a company’s culture to become customer-centric can be a Herculean task. But when customer experience (CX) leaders confront skeptics who believe that the benefits of culture change are both unknowable and unquantifiable, the likelihood of persevering long enough to cultivate sustainable cultural improvements approaches zero. This report details four indicators CX pros should track to help measure the progress of their own culture transformations and describe how to find natural experiments that demonstrate the value of early culture initiatives.
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