customer obsession

Customer obsession means putting the customer at the center of your leadership, strategy, and operations. Discover how to infuse customer obsession into your organization with insights from Forrester.

Learn more about how customer obsession can benefit your firm in this complimentary podcast. 

Insights

Blog

Announcing Forrester’s 2024 Customer-Obsessed Enterprise Award Winner In APAC

Dane Anderson May 8, 2024
IHH Healthcare Singapore wins Forrester’s 2024 APAC Customer-Obsessed Enterprise Award, which recognizes organizations that are delivering outstanding customer experiences to accelerate business outcomes.
Blog

Embracing The Fusion Of Humans + AI: Win With Boundless Experiences

Riccardo Pasto April 23, 2024
Don’t miss the CX Summit APAC 2024, which promises to be riveting as industry speakers and Forrester analysts share their insights on CX, digital, and marketing, and how AI is making an impact. Join us in Sydney, Australia, or as a digital experience on May 28 to hear from Forrester analysts and industry experts.

Harness The Power Of A NEW Customer-Centric Revenue Framework

Join our LIVE webinar on June 25 to unlock the potential of Forrester's NEW Opportunity Lifecycle Framework. Revolutionize your revenue process by breaking down barriers that neglect customers, fail buyers, and distort focus.

Podcast

Why It’s Time To Transform Your B2B Revenue Process

What It Means April 4, 2024
Many B2B companies’ revenue processes lack a key ingredient: customer value. Without it, efforts to grow will ultimately falter. This week on What It Means, Principal Analysts Amy Hawthorne and Rick Bradberry discuss how companies can begin transforming their revenue processes to better serve customers.
Blog

Enhancing The Forrester Experience With Generative AI

Carrie Johnson April 3, 2024
Izola, Forrester’s genAI tool, is now available to all Forrester Decisions clients, providing fast, trusted answers to advance their business initiatives.
Blog

Invisible Experiences: Anticipate Customer Needs With Real-Time Interaction Management

Rusty Warner February 16, 2024
Imagine having a butler who anticipates and serves your needs. Just as Alfred faithfully supports Batman, your personal assistant earns your trust through silent understanding. Now think of this relationship in terms of your experiences with brands. Do those experiences feel invisible and immersive? In Gotham City, Alfred ensures that Batman’s utility belt is always […]
Blog

The Rise Of Experience-Fueled Growth

Rani Salehi February 14, 2024
Providing exceptional experiences is a winning growth strategy. Learn what’s needed from marketing, sales, and product teams to implement it.
Blog

Consumer Spending 2024: What It Means For Your Brand

Dipanjan Chatterjee February 7, 2024
2023 was a confusing year: The consumers blew cold, and the economy blew hot. The recession-to-be didn’t materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. Yet, notes from the post-pandemic blues keep wafting in the air no matter the macroeconomic drumbeat. This year, the economy is headed for […]
Blog

Why You Should (And How You Can) Apply For The Forrester Customer Obsession Awards

Martin Gill February 7, 2024
If there’s one question almost every Forrester customer experience (CX) client asks us, it’s “how do I prove the value of my CX program?” Well, perhaps I can help. Enter the Forrester Customer Obsession Awards. We want to recognize organizations that put their customers at the heart of their strategy, leadership, and operations and demonstrate […]
Blog

SAP Shares Reach Record High, As Company Restructures 8,000 Jobs And Lures Customers With Cloud ERP Migration Discounts

Akshara Naik Lopez January 31, 2024
Existing SAP ECC customer or recent on-prem SAP S/4HANA customer? Take advantage of the new RISE migration discounts in 2024.
Blog

B2B Summit North America 2024: Your Ticket To Turning Disruption Into Growth

Srividya Sridharan January 23, 2024
Explore the strategies and tools needed to drive customer-obsessed growth at our premier event for B2B marketing, sales, and product teams.
Blog

A Recap Of 115 Retail Website Promotions On Black Friday And Cyber Monday 2023

Nicole Murgia December 1, 2023
Forrester’s retail research team highlights data insights from retailers’ online Black Friday and Cyber Monday 2023 participation.
Blog

Are Scaled And Digital-Led Customer Success The Same Thing? Inconceivable!

Shari Srebnick November 30, 2023
Decode the meaning of digital-led and scaled customer success.
Blog

Customer Obsession Awards — Nominations Wanted

Martin Gill November 30, 2023
The 2024 Customer Obsession Awards will recognize organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement. Learn more and nominate yourself now.
Blog

Tech Leaders: Drive Toward Successful Business Outcomes In 2024

Matthew Guarini November 27, 2023
Discover the three distinct ways that leading CIOs are driving their firm’s growth agenda (and how they’re using generative AI).
Blog

Three Last-Minute Tips To Make Retail Customer Service Merry And Bright

Christina McAllister November 27, 2023
During the holiday retail crunch and last-minute scramble, read Forrester’s tips to ensure a merry customer service retail season.
Blog

Apple Sales And Profits Analysis For FY 2023 — Top 10 Insights

Jitender Miglani November 21, 2023
Read this blog for analysis and the top 10 key takeaways from Apple’s FY 2023 sales and profits reporting.
Blog

Tune Commerce Search To Support Santa This Holiday Season

Emily Pfeiffer November 2, 2023
Strong commerce search functionality will be pivotal in your customers’ digital shopping experiences this holiday season — learn what you must do to tune that.

Supercharge Your APAC B2B Success — And Save $200

Register by June 28 to save $200 on B2B Summit APAC in Singapore. Access growth, revenue, alignment, sales, genAI, and product strategies to boost your brand success.

Blog

Customer Community Platforms: A Little More Conversation, A Lot More Action

Amy Bills October 30, 2023
Have you ever heard a leader of a successful business proudly announce that they don’t much care about understanding their customers’ needs? Yeah, me neither. The data from Forrester’s recent report, The State Of Customer Obsession In B2B, 2023, is clear on the value of knowing what drives your customers. Customer-obsessed organizations outperform their peers […]
Blog

Meet Izola: Accelerating Forrester’s GenAI Future

Forrester October 18, 2023
Izola synthesizes Forrester’s research to enable clients to move faster on their top priorities and have more informed conversations with Forrester experts who apply and contextualize Forrester insights to their business-critical initiatives.
Webinar

Spark An Innovation Culture With Design Thinking

Learn how CX leaders can use design thinking to create a culture of innovation and differentiate on superior CX action that anticipates and delivers on customers’ needs.
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