Trends Report

Seven Steps To Create And Sustain A Customer-Centric Culture

CX Pros Must Prepare And Execute Customer-Centric Culture Transformations

October 6th, 2016
Samuel Stern, null
Samuel Stern
With contributors:
Harley Manning , William Willsea , Rachel Birrell


Transforming cultures to be customer-centric is one of the toughest challenges that customer experience (CX) professionals face. That's because changing the culture of an organization requires the successful orchestration of many initiatives. This report provides an organizational framework for CX pros to create and sustain a customer-centric culture by following a seven-step process. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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