Four Steps To Your Agile Future

November 26th, 2012

With contributors:

Lily Varon , Brian Walker , Zia Daniell Wigder

Summary

Today's multichannel company faces enormous pressure to adapt to changing customer expectations and emerging competitive threats. Legacy channel-centric approaches and siloed organizations can no longer cope with a seemingly unprecedented stream of innovation and market transformation. In response, eBusiness professionals must transform how they market, transact, serve, and organize around changing customer experiences. These changes are not an incremental evolution; they are a metamorphosis. In the era of agile commerce, companies need a plan to optimize their people, process, and technology to serve today's empowered, ever-connected customers across a rapidly evolving set of customer touchpoints. This report lays out key elements needed to develop such a plan.

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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.