Blog Posts Process Management

Establish, Scale, And Evolve Your CX Culture Work Practice

Blog: Forrester BPM Center of Excellence

Culture work is the CX competency that amplifies all the other CX competencies — from design to measurement — and I’ve just completed a thorough refresh of Forrester’s core research on culture work: a trilogy of reports that’s part of our CX Transformation Playbook. Over the past couple of years leading this research, I have […]

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