Gartner Research

How Customer Experience Leaders Overcome Common Obstacles When Building a Customer-Centric Culture

Published: 13 March 2018

ID: G00347045

Analyst(s): Jane-Anne Mennella

Summary

Gartner research shows that more than 90% of customer experience executives are tasked with creating a customer-centric culture as a part of their mandate. CX leaders who deploy data, empower employees and assist executives to shift corporate goals and behavior drive greater culture change.

Table Of Contents

Analysis

  • Build Long-Term Brand Success: Know Your Customers
  • Enact Behavioral and Process Change
  • Redefine What Success Looks Like

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