Featuring:

Angelina Gennis, Senior Analyst

Show Notes:

CX transformation requires leaders to determine the specific employee behaviors that drive customer loyalty and shape the conditions that enable them to activate the entire workforce to demonstrate customer focus. In this episode, Angelina introduces a blueprint consisting of three key steps: 1) describing current and ideal culture; 2) assessing the current culture; and 3) leading culture change. We discuss: 

  • How customer-focused culture is essential for organizational success 
  • Tools to help leaders change culture 
  • Examples of firms that suffered or succeeded because of culture 

To learn more, see the Forrester Blueprint: Cultivate A Customer-Focused Culture