Trends Report

Embrace Customer Diversity And Inclusion For Business Growth

Global Leaders Are Embracing Diversity And Designing Inclusive Experiences To Improve Customer Outcomes

January 25th, 2017
Tom Champion, null
Tom Champion
With contributors:
Michael Barnes , Harley Manning , Ryan Hart , Erna Esa , Bill Nagel

Summary

Diversity is no longer merely about compliance and talent management. Trailblazing companies and government agencies are designing experiences for their marginalized customers to win in new markets, become more innovative, accelerate customer centricity — and in some cases save lives. This report lays out the emerging blueprint for customer inclusion, shaped by real-world examples from global leaders. Customer experience (CX) and marketing pros should apply these insights to their own organizations to gain competitive edge and — better yet — improve the lives of their most misunderstood customers.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.