When undergoing a customer experience (CX) transformation, leaders must have solid culture practices in place, but practices alone are not enough. Optimize your organization’s culture by making customer-centric behavior adoption a priority and embrace true transformation. In order to do so, it is essential to remove barriers to employee behavior change and create new processes and support structures that make a complete transformation probable, not just possible.
This complimentary Forrester report (June 2017) will enable your organization to:
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