customer centricity

To succeed, firms must make customers the focal point of their strategy and operations. Read insights on how to foster customer centricity at your business.

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Insights

Blog

Crucial Intel: Customer Obsession Matters

Sam Karpinski 5 days ago
This blog was written in collaboration with Anna Synakh. Intel, a tech giant with over 121,000 employees, sets an example for organizations that are considering becoming more customer obsessed. Despite its size and complexity, Intel has made big strides in all three customer obsession competencies: leadership, strategy, and operations. In our new report, Case Study: […]
Blog

Is Customer Success “The New Sales”? No.

Shari Srebnick November 2, 2022
Customer success is a revenue generating department focused on customer outcomes and value realization. So can it be "the new sales"? No.

Turn 2023 Predictions Into Bold Action

Join us for Predictions 2023 Live to learn how to focus your priorities for success in the year ahead.

Blog

Changing Your Loyalty Program? Here’s What To Consider

Mary Pilecki October 25, 2022
Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. But loyalty programs are a symbiotic relationship: Consumers look to programs for better experiences and cost savings, especially in light of the current economic crisis. As both customer and business needs change, programs are evolving […]
Blog

Enel Excels With A Future Fit Tech Strategy

Phil Brunkard October 21, 2022
Congratulations to Enel for being named the EMEA region winner of Forrester’s inaugural Technology Strategy Impact award. In a keynote session at our recent Technology & Innovation EMEA event, Laura Koetzle, VP and group research director with Forrester, sat down with Alberto Cossu, head of digital strategy with Enel Group, to discuss the company’s transformation […]
Blog

Hurry Up And Wait: Long Wait Times Cripple Access To Care, Health Outcomes, And Patient Experience

Natalie Schibell October 4, 2022
The US is facing a primary care crisis, and long wait times, scheduling inefficiencies, and legacy technology are exacerbating the problem.
Blog

How Should Financial Services Respond To The Cost-Of-Living Crisis?

Aurelie L'Hostis September 20, 2022
Banks should address the current, intense cost-of-living pressures as they did the pandemic — with empathy, flexibility, and creativity.
Blog

Seven Fallacies Of Product-Led Growth That B2B CMOs Must Address

Matt Papertsian August 31, 2022
CMOs at companies that employ or plan to employ a product-led growth (PLG) strategy have a unique opportunity to use their team’s competencies to accelerate company growth. Dispelling the seven common PLG fallacies will both help the company scale faster and create trust in the marketing function to support it.

Tackle 2023 With Bold Action & Clear Focus

Get our Predictions 2023 Guide to see the 12 big-impact dynamics that leaders will have to navigate in the coming year.

Blog

Ignore These Three Things To Guarantee A Sales Methodology Disastrophy

Eric Zines August 23, 2022
Selecting, launching, and sustaining a new B2B sales methodology can be an overwhelming project for sales enablement teams. Sales leaders frequently underestimate the commitment required to realize the expected business impact of a methodology deployment, resulting in an endless cycle of starts, slow-motion failures, and restarts … rinse and repeat. The most common explanation offered […]
Blog

Amazon Plans To Acquire One Medical In Big Tech’s Latest Bet On Healthcare

Natalie Schibell August 18, 2022
Amazon’s move would disrupt the healthcare industry, forcing healthcare players to improve their patient experience and retail giants to follow suit. This blog explores what Amazon’s acquisition of One Medical will mean for the healthcare industry and what Amazon must do to make its healthcare business successful.
Blog

Bread, Milk, Eggs … Health Equity — The Fifth Aim Is A Staple For All Americans

Kyle Rybarczyk August 2, 2022
The Triple/Quadruple Aim has long been recognized as a framework to optimize the US healthcare system. This daunting ambition was given hope with the proposal of accomplishing three goals equally in 2008 and the addition of a fourth in 2014. Theoretically, achieving these goals would alleviate the burden experienced by the healthcare ecosystem and increase […]
Blog

“You’re Dead To Me,” Said The Patient To Their Patient Portal

Natalie Schibell July 19, 2022
Read this blog to understand what precision nudging is and how it will help improve patient communication, engagement, and outcomes.
Blog

In Customer Success We Trust

Shari Srebnick July 14, 2022
Customer Success is a critical business function and plays an essential role in building trust with customers as a strategy for retention.

See Why 2023 Fortune Favors The Bold And Focused

Explore our 2023 Predictions to see where strategies are shifting – and where opportunities for bold moves exist.

Blog

The Customer Lifecycle Is The Design Muse To Accelerate Your Journey To Customer Obsession

Lori Wizdo June 29, 2022
Learn how the Forrester Customer Lifecycle Framework helps B2B and B2C business leaders — enterprisewide! — calibrate what are too often internally focused processes instead of the customer’s process and perspective in order to become more customer-obsessed.
Blog

Emotional Quality Of Experiences: The 2022 CX Index Bright Spot

Linda Ivy-Rosser June 27, 2022
Recently Forrester released the US Customer Experience Index Rankings for 2022 and one prominent message was the fall of CX quality across industries (see Figure 1). However, it also revealed a bright spot - the emotional quality of customer experiences remains consistent.  According to the Average US CX Index, 60% of customers expressed they had emotionally positive experiences compared with 62% in 2021 and 60% in 2020. 
Podcast

The Customer Obsession Balancing Act For B2B Firms

What It Means June 16, 2022
B2B companies that center their strategies and operations on customers far outperform their less customer-focused peers. Still, when it comes to customer obsession, more isn’t always better. Analysts Amy Bills and Nick Buck explain on this week’s podcast why customer obsession means finding a balance.
Blog

A Path To Growth: Key Insights And 2022 Trends For B2B CMOs

Christina Schmitt May 11, 2022
Forrester’s Marketing Survey, 2022, revealed insights that should inform B2B marketing strategy and the trends that CMOs should watch.
Blog

Digital Product Management Drives Growth And Customer-Centricity Of Digital Offerings

Sam Somashekar April 26, 2022
Digital offerings are accelerating, and companies expect them to drive organizational growth and customer centricity. The role of digital product management and its responsibilities ensure continued long-term success of digital offerings.

Got The Right Chatbot Personality For Your Brand?

Join us for a webinar to learn how to design a chatbot personality that engages customers and elevates your brand.

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The Importance Of Aligning Product Portfolio Strategy With Business Strategy

Sam Somashekar April 20, 2022
Product strategy, along with marketing and sales strategy, must be a part of the overall business strategy. That alignment is critical to ensuring product-led growth; without it, aspirations on market share or how the organization will win can be short-sighted and product teams may wonder what their role is in reaching business goals.
Blog

Culture Energy Is The Answer To Your Culture Challenges

James L. McQuivey, PhD April 20, 2022
There's no such thing as a culture of resilience/innovation/collaboration. There's only culture energy. Learn more.
Blog

Do QR Codes Right — Here’s How

Julie Ask March 29, 2022
Fueled by industry and pandemic forces, QR codes have shot onto the scene at every stage of the CLC. Our recently published research, which includes an analysis of over 125 QR codes, highlights several best practices Brands should use when they implement QR codes into their strategy.
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