Report

Accelerate And Innovate With Practices

Future-Fit Leaders Will Adopt Practices To Drive Speed And Innovation At Scale

June 23rd, 2021
With contributors:

Summary

As companies strive to become customer obsessed, they find that longstanding processes are slow and unwieldy. Leaders realize that they need to create new practices that support the cross-enterprise collaboration necessary to deliver value to their customers and business ecosystem at a much faster pace. The increasing occurrence of roles like chief customer officer, chief data officer, and chief digital officer is a tacit admission that firms need a higher level of cross-business coordination to build the practices that deliver compelling customer experiences. This report summarizes our observations and recommendations of what’s needed to develop new customer-obsessed planning and delivery practices.

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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.