Vision Report

Customer-Obsessed Leadership Powers Great EX

Align Your Leadership To Drive Your Organization Toward Customer Obsession

May 14th, 2021
Katy Tynan, VP, Principal Analyst
Katy Tynan VP, Principal Analyst
With contributors:
Keith Johnston , Emily Stutzman , Rachel Birrell

Summary

Customer obsession requires leaders to align at all levels to enable and sustain the energy of their employees in order to meet the needs of transformation. Yet leadership development programs remain underfunded and disconnected from organizational values and goals. This report shows that to complete the journey to customer obsession, you must establish a strong foundation of leaders who are empowered to drive the right behaviors on their teams and across the organization.

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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.