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

Summary

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

Scope

Analysis

  • 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

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