Trends Report

The New, Unstable Normal: How COVID-19 Will Change Business And Technology Forever

July 14th, 2020

Summary

The pandemic has already forced firms and policymakers to do things that were previously considered impossible. This is just the beginning. Given its gravity, the effects of COVID-19 — along with other unpredictable eruptions of systemic risk — will continue to surface over the next decade. In this report, we outline how changes in customers, experiences, work, technology, and business resiliency will alter business permanently over the next five years and beyond.

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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.

With
Reineke Reitsma
and Rachel Birrell