Gartner Research

Building a Customer-Centric Culture Primer for 2018

Published: 02 January 2018

ID: G00344136

Analyst(s): Jane-Anne Mennella , Augie Ray , Simon Yates


Customer experience leaders know the customer must be at the center of every decision, process and workflow in order to realize the longer-term benefits that CX offers. Our research outlines how to cultivate a customer-centric culture that delivers customer satisfaction, loyalty and advocacy.

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 develop and 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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