Predictions Report

Predictions 2018: The Revolution That Is Customer-Obsessed Marketing Finally Begins

November 8th, 2017
Emily Collins, VP, Research Director
Emily Collins VP, Research Director
With contributors:
Brigitte Majewski , Caitlin Wall , Christine Turley

Summary

All B2C marketers have heard about the importance of customer experience. Some even claim to be customer obsessed, prioritizing customer understanding, brand strategy, and customer experience. But too few put their belief into practice — until now. We predict that in 2018 a faction of forward-thinking brands will surge ahead of their peers by fully embracing customer-obsessed marketing. In their wake, they will leave an ecosystem and a competitive set scrambling to catch up.

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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.