Gartner Research

Understanding Organizational Climate vs. Culture

Published: 09 March 2016

ID: G00348425

Analyst(s): Customer Experience Research Team

Summary

Customer Experience leaders must assess their organization to enable and enact a more customer-centric culture. For most, this proves to be a challenging task. Our research has identified an important distinction that leaders have used to make practical progress toward the ultimate goal of culture change by focusing on nearer-in goals and a more bottom-up approach.

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