This research thoroughly examines the readiness of JSC “Uzbekistan Temir Yollari” to adopt a customer-centric approach within its internal environment. The focal point of the research is the intricate interplay between corporate culture and mindset within the organization. In dissecting the company’s readiness, particular attention is paid to the imperative need for organizational structural changes. The authors shed light on the pivotal roles that culture and mindset play in facilitating these transformative adjustments. To ensure a thorough investigation, a mixed-methods approach is employed, incorporating qualitative and quantitative data collection and analysis methods. The results of this meticulous analysis reveal an overall readiness within the company’s internal environment to embrace a customer-centric approach. However, the study discerns specific areas necessitating organizational adjustments to fully support and optimize this transition. The findings of the research underscore the readiness and pinpoint key drivers and barriers associated with the implementation of a customer-centric approach, offering valuable insights for strategic decision-making. These insights extend beyond JSC “Uzbekistan Temir Yollari,” carrying implications for the management of the company and providing valuable lessons for other organizations contemplating or adopting a similar customer-centric strategy.