Gartner Research

Understanding Employee Barriers to Customer Centricity

Published: 14 October 2016

ID: G00346897

Analyst(s): Customer Experience Research Team


Executives commonly believe that because culture is a product of people, hiring decisions ultimately drive culture. “Hire for fit and train for skill,” goes the adage. However, our investigation of the competencies that create customer-centric culture actually illustrates the opposite is also true.

Table Of Contents

A Two-Pronged Challenge

Finding 1. The biggest hurdle to driving customer-centricity is employee empowerment and agility.

Finding 2. Distinct segments of employees perceive, assess, and respond to customer-centric empowerment and agility differently. These differences account for a large part of the gap between this dimension and the other customer-centric culture dimensions.

Functional Association

Organizational Hierarchy

Customer Proximity

Employee Tenure


About This Research

Recommended by the Authors

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