Trends Report

Brief: CMOs And CIOs At Four Leading Firms Spur Customer Obsession

HSN, Akamai Technologies, E-Trade, And The Weather Company Share Best Practices At Forrester's Forum For CMOs And CIOs

December 3rd, 2014
Sheryl Pattek, VP, Executive Partner
Sheryl Pattek VP, Executive Partner
With contributors:
Sharyn Leaver , Elizabeth Perez

Summary

For two days at Forrester's invitation-only Forum For CMOs And CIOs in Napa Valley, California, over 100 CMOs and CIOs gathered to engage in conversations and working sessions about the roles each of them must play to build a customer-obsessed enterprise. Four companies in particular — HSN, Akamai Technologies, E-Trade, and The Weather Company — typify the ways that the CMO-CIO relationship can drive the transformation needed to instill customer obsession across the enterprise. This brief helps CMOs and CIOs apply these ideas to their own organizations, setting themselves up to build the joint business technology (BT) agenda needed to better win, serve, and retain customers.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.