Sharyn Leaver's Research
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For CIO Professionals
REPORT: The Roadmap For Delivering Customer-Obsessed IT Transformation
The Strategy Report In The IT Transformation Playbook
February 4, 2021 Matthew Guarini, Laura Koetzle, Sharyn Leaver, Glenn O'Donnell
To deliver on the promise of customer obsession, firms must use a future fit technology strategy. As a CIO, CTO, or other key technology leader, you need to craft a plan tuned to a specific starting point in your IT transformation journey, the urgency with which you must change, and the level of difficulty you'll confront when making those changes. This report describes the steps that will help you chart your course to making transformation real. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.
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For CIO Professionals
REPORT: Transform IT To Deliver A Future Fit Tech Strategy
The Vision Report In The IT Transformation Playbook
February 1, 2021 Bobby Cameron, Sharyn Leaver, Glenn O'Donnell
Companies spent heavily on IT and digital transformation in the 2010s, but with disappointing results. Forrester's Customer Experience Index™ (CX Index) scores stagnated, productivity languished, and "digital sameness" took root. And as customer demands and competitors' responses continue to accelerate, CIOs must also change faster, innovating with technology. Read this report to learn how to pursue future fit technology via four tried-and-true competencies. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We're updating it now to incorporate new research, data, and market trends.
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For CIO Professionals
REPORT: Forrester Predictions 2021: Accelerating Out Of The Crisis
October 28, 2020 Sharyn Leaver
2020 shattered the status quo. In 2021, advanced organizations will adapt and use the upheaval to forge a competitive edge. Discover your organization's path to success. Read Forrester's 2021 predictions.
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For CMO Professionals
REPORT: The Customer-Obsessed Enterprise
Lead The Competition With A Clear Vision For Customer Obsession
June 25, 2018 Keith Johnston, Sharyn Leaver
Customer-obsessed firms already enjoy higher revenue growth, customer satisfaction, and employee satisfaction — and will prevail as the age of the customer intensifies. Forrester surveyed more than 1,000 executives in the US and Europe and conducted in-depth interviews with C-level execs to learn what practices firms use along their journey to becoming customer-obsessed enterprises and distinguish the common core of their success. This report details the strategic and operational reset that companies have to make to drive customer obsession.
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For CIO Professionals
REPORT: Top Five Imperatives To Win In The Age Of The Customer
May 23, 2017 Sharyn Leaver
Customer-obsessed companies have the highest median three-year growth in sales. But only 13% of firms have achieved this level of customer obsession. Why? Because it's hard. It requires remaking your company, systematically, to reorient each element toward the customer. The good news is that, done right, five key imperatives — many of which are likely already underway in your organization — can set you on the path toward customer obsession. This report outlines the why and how of these top executive-level imperatives.
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