Gartner Research

Building a Customer-Centric Culture Primer for 2017

Published: 10 August 2017

ID: G00336024

Analyst(s): Jane-Anne Mennella , Augie Ray , Jennifer Polk


Culture encompasses the values, beliefs, rules and norms that permeate an organization. Customer experience leaders can use this research to build and sustain a customer-centric organization by incorporating the customer into decision making and workflows, leading to high-quality CX.

Table Of Contents



  • Top Challenges and How Gartner Can Help
    • How do I help my organization embrace and prepare for culture change?
    • How do I communicate customer experience values?
    • How do I get my organization and partners to be more customer-centric?

Related Priorities

  • Suggested First Steps
  • Essential Reading
  • Tools and Toolkits

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.