Best Practice Report

Shifting IT Culture To Drive CX4IT Transformation

How IT Can Tackle Cultural Resistance, Align Priorities, And Drive CX4IT Transformation

 and  five contributors
Aug 29, 2025

Summary

Traditional IT cultures prioritize operational efficiency over customer outcomes, preventing employees from meeting customers’ needs and expectations. As IT organizations enhance customer experience (CX4IT), technology executives must address critical cultural blockers to avoid stalling transformation. Leverage Forrester’s Culture Energy Framework to foster purpose, ownership, and adaptability. This report outlines a 90-day transformation roadmap to instill customer focus in IT culture, driving innovation and ensuring long-term success.

Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
  • Stay ahead of changing market and customer dynamics with the latest insights.
  • Partner with expert analysts to make progress on your top initiatives.
  • Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).