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.

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Insights

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Customer Trust Was Weak Across US Financial Services Brands In 2022

Alyson Clarke November 8, 2022
How well did US financial services firms rank in terms of customers’ trust in 2022? Our new research reveals the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022. Overall, customer trust was relatively […]
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‘Tis The Season Of Open Enrollment, But Members Need More Information To Be Jolly

Natalie Schibell November 7, 2022
As open enrollment commences, health insurers face a major knowledge gap, preventing them from engaging their members.

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.

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Australians’ Laid-Back Reputation Hides The Truth About Our Ability To Trust

Jinan Budge October 30, 2022
People are hardwired to trust other people and, by extension, the organizations they engage with. As an organization, your success or failure at earning and keeping trust ultimately determines not only the fate of your relationship with customers, employees, and partners but the future prospects of the organization itself. But few business, political, or technical […]
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How Exploration Drives Breakthrough Digital Business Strategies

Peter Wannemacher October 26, 2022
A confluence of factors makes digital business inherently fast-moving. Systems of exploration can help digital business strategies evolve and drive growth. Learn more.
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Meet The New Analyst Covering Enterprise Transformation

Manuel Geitz October 11, 2022
Meet Manuel Geitz, the new analyst covering enterprise transformation, innovation, and strategy. His core interest is in the execution of change.
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Poor Change Management Kills CRM Success — Here Is How To Get It Right

Kate Leggett October 3, 2022
Ready to give up on your CRM deployment? Before you do, you should know: CRM is a huge market. It is valued at $63.91 billion today and projected to grow to $145.79 billion by 2029, at a CAGR of 12.5%. Eighty-two percent of enterprises use CRM. Yet when I surveyed hundreds of business and IT […]
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Clean Up Your Martech And Loyalty Tech Ecosystem

Mary Pilecki October 3, 2022
We all know that there is a big difference between working hard and working smart. And specifically for marketers, the status quo often makes working smart impossible — functional silos inhibit internal efficiencies and negatively impact the overall customer experience. Some of today’s biggest marketing silos are technology-based — different platforms for different functions. Let’s […]

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.

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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.
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What Amazon’s Recommendation Algorithm Could Do In Healthcare

Natalie Schibell September 15, 2022
An exploration of two possible scenarios for the use of patient data in an Amazon-One Medical paradigm.
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Amazon’s Success In Healthcare Hinges On Patient Experience And Trust

Natalie Schibell September 9, 2022
Amazon’s planned acquisition of One Medical presents a serious question surrounding patient data privacy.
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There’s No Place Like Home: CVS And Walgreens Zero In On The Home Care Imperative

Natalie Schibell September 8, 2022
A move to home care beckons retail to push the throttle on health equity and value-based care. But first, retail will need to win patient loyalty and trust.  
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Meet Zeid Khater, Forrester’s Newest Analyst Covering Customer Data And Analytics

Zeid Khater September 1, 2022
Tell Us About Yourself I was born in Amman, Jordan. Some weeks after, my family relocated to the United States and settled in the Midwest. My childhood took me from Minneapolis to Milwaukee and eventually to the south suburbs of Chicago, where I currently reside. How Did You Get Interested In Data And Analytics? Growing […]

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.

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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.
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Amazon Pulls The Plug On Amazon Care, Signaling A New Dawn Of Healthcare Disruption

Natalie Schibell August 28, 2022
Amazon is shutting down Amazon care in a strategic decision to make the most meaningful disruption in the healthcare space, here is why.
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Running Twice As Smart: A CMO Growth Primer For An Economic Downturn

Dipanjan Chatterjee August 25, 2022
It takes all the running you can do to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that! — “Alice in Wonderland” Run Twice As Smart We sit in the penumbra of a pandemic, on the cusp of a recession. In these […]
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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.
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Announcing The CRM Forrester Wave™ Evaluations — And How To Use Them

Kate Leggett August 7, 2022
The global customer relationship management market is projected to grow from $63.91 billion in 2022 to $145.79 billion by 2029, at a CAGR of 12.5%. This second wave that CRM is experiencing is aimed at transforming engagement and business outcomes across an enterprise, surpassing its initial remit of increasing front-office productivity. Companies use CRM to […]

See How CX Is Changing In 2023

Get our Predictions 2023 guide to explore the dynamics that will ensure customer experience success.

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The Force Is With You — When Your Stakeholders Experience The Value They Expect

Phil Brunkard July 26, 2022
Goodbye features, hello value. Learn the benefits of taking a human-centered design approach within your IT organization.
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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.
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For CPG Marketing Leaders, Customer Obsession Means Driving Category Growth

Eric Epstein July 13, 2022
“The consumer is our boss.” This statement is at the core of a defining principle at my former employer, Mars, and the spirit of this idea is similarly at the core of many B2C companies’ operating philosophies. Forrester calls putting the customer at the heart of everything you do “customer obsession,” and it’s proven to […]
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