Trends Report

Tune Your Customer-Centricity Machine

How To Identify, Hire, And Retain Customer-Centric Employees

June 17th, 2015
Samuel Stern, null
Samuel Stern
With contributors:
Michael E. Gazala , Dylan Czarnecki


With every new hire, a company has the chance to enhance or undercut its experience delivery. That's why customer experience (CX) professionals should make the prioritization of customer obsession in the hiring process an integral component of their CX transformation efforts. This report details how CX pros should work with their colleagues across the organization, particularly in human resources (HR), to focus on customer-centric hiring, make their screening and selection processes sustainable, and continuously hone their customer-centric hiring criteria to improve the quality of new hires. This report also discusses how data-driven customer-centric hiring will change how companies hire, reward, and terminate employees.

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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.