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.
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