Customer values and behaviors have shifted and most organizations are struggling to catch up. Even the leading firms are struggling to keep up. But at least they're playing the long-game: overhauling their business strategies, cultures, and ecosystems to align with these changing values and behaviors. In this episode of CX Cast, VP and Research Director John Dalton returns to discuss the remarkably candid business transformation stories shared at Forrester’s CXNYC 2016 forum. 

For more on Forrester’s CX forums or to register, visit Forrester’s event site.

Upcoming events:

Washington, D.C.September 12, 2016

San FranciscoOctober 20–21, 2016

LondonNovember 15–16, 2016