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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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 can help B2B marketing leaders strengthen their marketing strategy. CMOs are currently confronted with a challenging environment, rapidly evolving requirements, and the need for change, which impacts organizations’ growth strategy and operating business. Most companies are already in the midst of or have planned an entire transformation process […]
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B2B Summit North America: It’s Good To Be Back

Karen Tran May 10, 2022
Forrester’s B2B Summit North America drew thousands of marketing, sales, and product leaders for three days of data-driven learning and discussions that invigorated and inspired.

Drive Transformational Change

With CX EMEA, transform your customer experience and help your organization grow. Join in London or virtually on 22—23 June.

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Google’s Latest Experiment: What The Future Of Notifications (Could) Look Like

Julie Ask May 6, 2022
Google’s "Little Signals" aims to alleviate alert overload. What can brands take away from this?
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The Future Of Experiences For Children: Lessons From Amazon Glow

Julie Ask May 2, 2022
Amazon’s latest product, Amazon Glow, can offer insight into how the future of experiences (for children) is being designed.
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Take A Pragmatic Approach To B2B Conversation Design To Avoid Dystopian Dialogue

Jessie Johnson April 26, 2022
From their interactions as consumers, B2B buyers and customers are already accustomed to receiving relevant information curated by algorithms and delivered at the right time in dynamic and digestible formats. Across channels, devices, and interfaces, these audiences ask for what they want. They’re also aware of how their behavior drives the algorithmic co-creation of interest-based […]
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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.
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Customer-Obsessed B2B Leaders Give More And Get More — Do You?

Caroline Robertson April 6, 2022
Explore three traits that separate truly customer-centric leaders from the rest of the pack
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Introducing Experience Architecture: An Ecosystem Approach To Customer Obsession

Nick Barber March 21, 2022
Align your enterprise with your customer and provide a seamless, more intuitive experience.
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When More Is Less: Investing Intentionally In Customer Obsession

Amy Bills February 23, 2022
The most successful companies put their customers at the heart of all they do. Yet customer obsession is not an all-or-nothing proposition.
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Build Your Insights Capabilities To Leapfrog Competition

Boris Evelson February 14, 2022
Insights are critical for delivering the experiences that customers demand. Learn what it takes to become a more insights-driven business.
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Let’s Discover The State Of Customer Obsession In Government

Rick Parrish February 9, 2022
Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. This means putting customers at the center of strategy, leadership behaviors, and everyday operations — an approach that Forrester calls customer obsession. Most government organizations want to be more customer obsessed. But […]
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Simplicity Underpins Future Payment Fabric And The Future Of Payments

Jacob Morgan February 2, 2022
The future of payments will see firms shift focus from consumers toward businesses, embedding payment technology (not payments), and programmable payments in a quest to mitigate complexity.

Design For Confidence In Digital Experiences Webinar

Customer confidence drives digital experience adoption. Learn how to inspire confidence in this webinar on April 5.

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What Peloton Forecasts Got Wrong

Anjali Lai January 21, 2022
Yesterday, Peloton announced that it is temporarily halting production of its connected fitness products in the face of waning consumer demand. The surge of explosive growth in the early days of the COVID-19 pandemic — to the point that product delivery barely kept pace with the influx of purchase orders — established the company as […]
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2021 In Review: A Recap Of The Shifts That Every Sales Leader Should Know About

Phil Harrell December 10, 2021
For sales organizations, the past year brought significant change — and accelerated changes already in motion. Here, we recap some of those shifts and help sales leaders put them in perspective.
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The President’s New Management Agenda Has A Clear Approach To Strengthen Customer Experience

Rick Parrish November 22, 2021
The new PMA has three priorities: employee experience, customer experience, and managing the business of government. In this blog post I evaluate the CX priority and offer advice to implement it.
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Learn From Amazon’s Approach To Innovation

Dan Bieler October 22, 2021
Investigate the concepts that guide Amazon’s approach to innovation. There will be elements of great relevance for your organization. You can learn from and embrace these elements to fundamentally rethink your own approach to innovation.
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Creative Consumers Demand Your Creative Response

Anjali Lai October 11, 2021
More consumers are open to trying new brands, products, and experiences. Learn the three key implications of this trend in this post.

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Industry Clouds Accelerate Their Momentum Into 2022

Kate Leggett September 30, 2021
Struggling to use cloud to differentiate your brand? Learn about the rapidly-growing industry cloud market in this blog post.
Blog

How To Crack The Code On B2B Recruiting

Amy Bills August 11, 2021
Get an inside look at the findings from Forrester’s The State Of Customer Obsession 2021 survey, which show the importance of an empowered and appreciated workforce for B2B organizations.
Blog

Customer Obsession And The CEO

George Colony August 31, 2020
Getting to customer-obsession is a complex, all-in effort that is more of a cause than a program. It flows directly from the heart of an organization – it’s about how you behave and what you value. Here's a rough map of how a CEO can lead this voyage.
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