The report discusses the challenges of creating a customer-centric culture in an organization. While everyone acknowledges the importance of customer obsession, it is difficult to measure the impact of fostering customer centricity over other initiatives. The benefits of improving culture are hard to isolate and slow to build, making it challenging to run a clean experiment to determine if a specific project has moved the needle towards customer obsession. Success in culture improvements often gets claimed by stakeholders championing other initiatives. The report suggests that leading indicators of an effective culture transformation include a focus on employee engagement, a customer-first mindset, and a willingness to experiment and learn.
