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
The Secret to High Growth: Co-Create A Customer-Obsessed Strategy
In the competitive B2B landscape, above-average growth is a common ambition, yet many businesses fail to achieve this objective. According to Forrester’s State Of Customer Obsession Survey, 2024, 83% of B2B decision-makers set meeting commercial growth targets as a top priority. However, only 24% are outpacing their industry’s average growth. The underlying issue? A misalignment […]
Blog
The Future Of Banking: By 2030, Banking Will Be Invisible, Connected, Insights-Driven, And Purposeful
In the rapidly evolving financial landscape, banks are facing challenges that require them to adapt and innovate. But amidst all these changes, the importance of trust remains constant. Trust is the foundation upon which successful banking relationships are built, and it will continue to be a crucial factor in shaping the future of the industry. […]
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Reshaping Banking In The Age Of AI: Embracing Trust, Innovation, And Customer Obsession
Once again, the banking industry is on the cusp of transformative changes. AI and generative AI (genAI) technologies have the potential to enhance customer relationships, deliver personalized digital experiences, augment customer service, and combat fraud. But they also have the potential to shift the mindset of banking from a product-centric to a relationship-centric approach and […]
Blog
Look Around: You’re Missing A Big Benefit Of Customer Obsession
When successful customers share their experience with your company, they support your brand, reach, and reputation. To ensure that those successful customers are ready, willing, and able to provide references and success stories to support your brand, invest in strategic customer advocacy.
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Fairy-Tale Data: The Comforting Fiction That Undercuts Your CX Efforts
Chances are that your organization is lying to itself about the quality of the customer experience (CX) it provides. It's time to stop paying heed to data that enables this.
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Leverage Synergy To Stretch Your 2025 B2B Marketing Budget
Today, Forrester released our 2025 Budget Planning Guides. It’s always an exciting time when we gather survey data and insights from our client conversations to produce a set of collective recommendations that B2B marketing executives should consider for the year ahead. Read below for this year’s key planning guide highlights. Benchmark your current spending While […]
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Customer Experience Leaders Are In Dire Straits — Invest To Overhaul Core CX Competencies
Getting customer experience back on track will require doubling down on what matters most to customers. Explore a few of our recommendations for 2025.
Revive Your CX Outcomes With Strategic 2025 Budget Planning
Watch our 2025 budget planning webinar to learn where to prioritize your budget allocations to reverse CX declines and bolster core competencies.
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Not-So-Open Skies: Southwest Makes Historic Change
As Southwest navigates financial turbulence, there are lessons from companies on aligning brand experience with business realities.
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Can Your Customer Success Strategy Withstand The Heat?
Summer is officially here — and we know this not simply because the calendar says so but also because the scorching temperatures outside are testing every thermometer’s limits (and ours, too). The intense heat forces us to adapt our plans and navigate unpredictable summer storms, leaving us pivoting quickly to find alternative activities. Solving our […]
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Every Revenue Process Transformation Will Be Unique — Just Get Started
A revenue process transformation isn’t a project or single workshop initiative. It’s an ongoing, collaborative effort that requires organizations to meet their buyers at every stage of their journey. Learn what it takes to get started.
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That’s A Wrap For CX Summit North America: Now, The Hard Work Begins
CX Summit North America left us with much to think about — and much to put into motion at our organizations. Here are a few parting thoughts from Nashville.
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It’s Time For A Revenue Process Transformation
Buyers are in control of the revenue process — and B2B marketing, sales, and customer success teams need to align their approaches with that reality. Discover the Forrester Opportunity Lifecycle and how it can drive durable, long-term revenue growth.
Get More From Your 2025 B2B Marketing Budget
Synergy and collaboration will be key to making marketing investments go further. Download our 2025 B2B marketing Planning Guide to learn more.
Blog
CX Summit North America Day 2: Achieving Boundless Experiences Through Alignment
While AI will help usher in a dynamic future for customer experiences, getting the human element right remains essential. Read some of the highlights from our second full day in Nashville.
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CX Summit North America Day 1: Exploring The Boundless Potential Of Humans + AI
On the first full day of CX Summit North America, we explored the magic and mayhem of AI in CX and its potential to fuel next-level experiences.
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Embrace Reinvention To Drive Growth: Five Key Takeaways From Forrester’s B2B Summit North America 2024
Last month’s event set the stage for navigating the frenetic pace of change in B2B and capitalizing on growth opportunities. Read our top five takeaways.
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Announcing Forrester’s 2024 Customer-Obsessed Enterprise Award Winner In APAC
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
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.
Overhaul Core Competencies With Your 2025 CX Budget
Download our 2025 Planning Guide for CX leaders to learn how to allocate your 2025 budget to reverse CX declines and boost quality.
Podcast
Why It’s Time To Transform Your B2B Revenue Process
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.
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Enhancing The Forrester Experience With Generative AI
Izola, Forrester’s genAI tool, is now available to all Forrester Decisions clients, providing fast, trusted answers to advance their business initiatives.
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Invisible Experiences: Anticipate Customer Needs With Real-Time Interaction Management
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 […]
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