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

Blog

Announcing The Finalists For The Inaugural Customer Obsession Awards In North America

Rick Parrish 5 days ago
Meet the finalists for Forrester’s inaugural North American Customer-Obsessed Enterprise Award and Customer-Obsessed Leadership Award.
Blog

Invest In A Cross-Channel Marketing Hub To Elevate Your Campaign Strategy

Rusty Warner 7 days ago
Empowered customers expect seamless cross-channel experiences. B2C marketers must understand customers and create value exchanges in their individual moments of need. That’s a tough job if your martech ecosystem is overly complex or badly integrated — or both. A cross-channel marketing hub (CCMH) can help marketers overcome data and channel integration complexity to consistently engage […]

CX APAC — Bold Focus

Drive success with CX and digital in 2023. Discover what to prioritize, where to invest, and what's on the cutting edge.

Blog

Flexible Loyalty Technology Solutions Power Profitable Loyalty Programs

Mary Pilecki March 14, 2023
As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. In fact, 53% of B2C marketing decision-makers plan to increase their spend on loyalty technology this year. But economic uncertainty adds […]
Blog

Explore The End Of The Customer Lifecycle At CX APAC 2023

Rick Parrish March 13, 2023
Death. Taxes. The customer lifecycle. Until now, business leaders could count on the inevitability of all three. But no longer. Today’s consumers thrive on novelty, embrace emerging technologies, and expect more from brands. And during the pandemic, businesses proved that they can innovate fast enough to keep up. As both consumers and businesses race forward, […]
Blog

Launch Your B2B Customer-Obsessed Growth Engine

Srividya Sridharan March 7, 2023
Short-term strategies aimed at extracting value from your customers will fail. Learn why you need — and how to build — a growth engine that drives value for your customers and your company.
Blog

CX APAC 2023: Bold Focus

Riccardo Pasto March 2, 2023
Create A Customer-Obsessed Growth Engine To Thrive In Tough Times Today, the world is more challenged than ever as a series of health, environmental, socioeconomic, and geopolitical crises have pushed uncertainty to extreme levels. This systemic disorder and uncertainty exposed a lack of customer focus in many organizations. Amid these challenges, customer experience (CX) programs […]
Blog

Align Around Your Customers To Power Growth In Today’s Economic Climate

Sharyn Leaver February 21, 2023
Outdated, short-term growth strategies that focus on extracting value from customers will fail. To succeed, companies must build, run, and continually optimize a customer-obsessed growth engine.

CX EMEA — Bold Focus

Drive success with CX and digital in 2023. Discover what to prioritize, where to invest, and what's on the cutting edge.

Blog

Do You Believe Customer Obsession Is Worth It In A Difficult Economy?

Shar VanBoskirk February 17, 2023
Backing off from customer obsession in tough times won't save your organization, but it could sink it. Learn why.
Blog

Great Technology Organizations Have Great Security Organizations

Sandy Carielli February 17, 2023
Forrester has been researching future fit organizations for the past few years, those organizations that have evolved their technology strategy to enable their firm’s customer-obsessed business strategy. Tech organizations fall into three tech strategy buckets: Traditional tech orgs are driven by cost, act as order-takers, and typically follow waterfall methodologies; modern tech orgs evolve to […]
Blog

Customer-Led Growth Is Getting More Attention Among B2B Firms: Should You Care?

Laura Ramos February 14, 2023
You may be hearing more about customer-led growth as a counterpoint to product-led growth. Learn what it is, and what it means for you.
Blog

CVS Acquires Oak Street Health And Moves The Market Toward Our Prediction

Natalie Schibell February 9, 2023
With its latest acquisition, CVS is primed to outpace the competition. Here's why.
Blog

The Future Of Localization Is Here: Are You Ready?

Kathleen Pierce January 26, 2023
Here’s a thought experiment to test if your organization is ready for the future of localization. When you think about your customer and employee experience (CX and EX), do you think about what it’s like in each of their languages? Or do you unconsciously assume a monolingual experience? If we’re honest, many of us, especially […]

CX Can Thrive In The Downturn

CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.

Blog

It’s Awards Season For Customer Obsession — Nominations Wanted

Rick Parrish January 18, 2023
Submit your nominations for Forrester's inaugural Customer Obsession Awards. These awards will recognize leading organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement.
Blog

India B2B Marketing Predictions 2023

Subhendu Pattnaik January 9, 2023
Inflation woes, supply chain disruptions, economic headwinds, and an impeding slowdown cloud the visibility of what lies ahead. How do you brace for this economic upheaval? Delayed or inadequately thought-through decisions can have adverse impact on your business. Forrester has identified five key predictions for 2023, and this blog highlights three of them for India B2B marketing leaders.
Blog

We Have Liftoff! Effective Customer Onboarding Is The Launchpad To Customer Value

Shari Srebnick December 13, 2022
Customer onboarding is critical for successful adoption, revenue retention, and growth.
Blog

Introduction: Chuck Gahun, Principal Analyst For Content Management And Digital Experience Technology

Chuck Gahun December 7, 2022
Competitive business strategy will primarily be driven by an organization’s ability to compete through digital experiences on the digital shelf. It is estimated that more than $500 billion is spent annually to get increased digital shelf visibility every year. The enterprise applications and services that bring these digital experiences to life will become the lifeblood of organizations. As a part of this accelerating evolution, the delivery of enterprise content is becoming critical to help businesses attain their goals and meet their customers where they are. I am very excited to focus my research on examining the intersection of content technologies and digital business strategy.
Blog

Crucial Intel: Customer Obsession Matters

Sam Karpinski December 1, 2022
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: […]

Don't Be On The Losing Side Of CX Trends

Attend our live predictions webinar for CX leaders to explore the forecasts defining 2023 success.

Blog

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 […]
Blog

‘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.
Blog

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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