Gartner Research

Cultivate a Customer-Centric Culture Within Your Organization

Published: 11 March 2019

ID: G00378363

Analyst(s): Jane-Anne Mennella


Providing memorable, brand-building customer experiences starts from inside. CX leaders who cultivate a customer-centric culture help their company better know their customers, boost CX accountability and set the right CX metrics, resulting in better customer satisfaction, loyalty and advocacy.

Table Of Contents


Research Highlights

  • Know Your Customer
  • Promote a “Customer First” Mindset Within Your Organization
  • Track (and Improve) Your CX Initiatives Using Customer-Centric Metrics

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