Trends Report

The Digital Business Imperative

February 15th, 2017
With contributors:
Martin Gill , Allison Cazalet , Kara Hartig

Summary

Customers’ power in the marketplace continues to ramp up, so eBusiness leaders still need to transform digital customer experiences, including marketing, sales, and channels. The ability to align products, operations, and business models to what we call a “customer-obsessed operating model” will determine firms’ ultimate success. In this report, eBusiness professionals will learn how digital technology can transform both experiences and operations to ensure that they are customer-led and insights-driven, and customers get to the outcomes they desire.

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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.