Sharyn Leaver

Chief Research Officer

Author Insights


Align Around Your Customers To Power Growth In Today’s Economic Climate

Sharyn Leaver February 21, 2023
Outdated, short-term growth strategies that focus on extracting value from customers will fail. To succeed, companies must build, run, and continually optimize a customer-obsessed growth engine.

Forecasting The Future: Five Seismic Shifts That We Saw Coming

Sharyn Leaver December 20, 2022
As Forrester approaches its 40th anniversary, we reflect on a few of the monumental changes that we correctly predicted.

Predictions 2023: Fortune Favors The Bold (And Focused)

Sharyn Leaver October 25, 2022
Forrester’s Predictions 2023 is here. Discover how smart business leaders can weather 2023’s uncertainty and thrive. Read insights now.

Did Our Predictions For 2022 Come True?

Sharyn Leaver September 27, 2022
We made bold predictions for 2022. We weighed in on edge computing, CX, B2B marketing, cybersecurity, and more. Discover which predictions came true and which ones missed the mark as we prepare for Predictions 2023.

The Keys To 2023 Planning? Discipline And Precision

Sharyn Leaver August 23, 2022
Volatility will complicate planning for the coming year, but an intentional approach to investments and cuts will help businesses succeed.

As The Abortion Debate Ramps Up, Companies Must Support The Diverse Needs Of Their Employees And Customers

Katy Tynan May 10, 2022
The Supreme Court’s leaked draft opinion on Roe v. Wade has intensified calls for brands to respond to the abortion debate. But your primary focus should be on your employees and your customers.

Call For Entries: Forrester Awards 2022

Sharyn Leaver April 25, 2022
The Forrester Awards 2022 program will recognize leaders and their organizations for excellence in technology strategy and in enterprise architecture that drives an obsession with customer success and business growth.

Predictions 2022: This Is A Year To Be Bold

Sharyn Leaver October 26, 2021


How Accurate Were Our Predictions For 2021?

Sharyn Leaver September 30, 2021
As we prepare to kick off Predictions 2022 on Tuesday, October 26, we reviewed our predictions for 2021. The punchline: We got it mostly right. And we missed a few too. Here’s a look at the biggest hits and misses from our predictions for 2021.

Predictions 2021: Technology And Customer Obsession Help Firms Emerge From Crisis Mode

Sharyn Leaver October 15, 2020
It has never been more important for organizations to anticipate change, strengthen resilience, and become truly customer obsessed. Heading into 2021, technology — both new and existing — will help firms achieve these aims and emerge from the crisis on sound footing.

Predictions 2020: Answers To Your Questions

Sharyn Leaver February 12, 2020
Forrester thought leaders weigh in on the meaning of CX, where IT automation is headed, and more.

Predictions 2020: Potential Energy Becomes Real Change

Sharyn Leaver October 28, 2019
Forces ranging from consumer values to automation to security will shape the business landscape in the year ahead. Leaders will be challenged to anticipate change and adapt.

Tech-Driven Innovation: The Inevitable And Revolutionary Future Of IT

Sharyn Leaver January 30, 2019
Technology has changed virtually everything: the way we work, the way we live, the way we play, and, at a basic level, how humans relate to each other. On the business front, it has fueled the power shift from institutions to customers, powered the emergence of startups and super-scaled platforms that are undercutting and remaking […]

Organizational Design Needs Deep-Rooted Change

Sharyn Leaver July 9, 2018
Every day, executives lean in and light up when we describe the virtues of operating with true customer obsession, vowing to make a change . . . . . . and then they return to their reality. The entrenched design of their companies’ organization holds them back. Our research asserts that any modern organization needs […]

CIOs: Life In The Fast Lane

Sharyn Leaver April 27, 2016
The pace of business – heck, the pace of life, gets faster and faster. Faster processing, faster delivery, faster innovation – and faster adoption and abandonment of that innovation — is the reality we all live in today. Leaders run fast businesses to win and to stay apace or in front of dynamic customers and […]

Your Business Technology Strategy: Go Fast Or Go Home

Sharyn Leaver March 29, 2016
CEOs and their leadership teams are at a crossroads as technology underpins virtually all customers’ expectations and unlocks new sources of customer value. The choice is rather straightforward: invest heavily in business technology (BT) to win, serve, and retain customers, or flounder under the weight of legacy IT. The choice is obvious, isn’t it? We […]

CIOs Move From Custodians To Digital Stewards in 2016

Sharyn Leaver November 2, 2015
We’ve been telling you that you need to transition from strictly managing an IT Agenda to owning a BT Agenda, too. 2016 is the year that needs to happen: your CEO will be looking for you to drive digital in your company — and increasingly digital is becoming your business. At the center of your […]

The Technology Skills Needed To Deliver In A Customer-Obsessed Organization

Sharyn Leaver June 22, 2015
Digital technologies have shifted control into the hands of your customers. Your customers are now independent, active agents in everything, from selecting the channels and platforms they prefer, to the very definition of your brands. As CIO, you’re in an enviable position and are more essential to your firm’s success than ever. You have the […]

Q&A With Jeroen Tas, Chief Executive Officer, Informatics Solutions and Services, Philips Healthcare

Sharyn Leaver June 11, 2014
Our Forum For Technology Management Leaders in London starts tomorrow and I'm very excited about the program that we have been able to put together across the two days. On day one, we will be hearing from Jeroen Tas, Chief Executive Officer, Informatics Solutions and Services, Philips Healthcare, about how he and his team have […]

Q&A With Oliver Bussmann, Group Chief Information Officer, Group Managing Director, UBS AG

Sharyn Leaver June 6, 2014
In advance of next week’s Forrester’s European Forum For Technology Management Leaders in London (June 12-13), we had an opportunity to speak with Oliver Bussmann, one of our industry keynote speakers, about digital business and how UBS is responding to the challenges of digital disruption and to rising customer expectations. Oliver Bussmann joined UBS in […]
More posts