Vision Report

Be The Change Leader Your Organization Needs

Master Change Leadership To Drive Your Expression Of Customer Obsession

April 21st, 2021
With contributors:
Keith Johnston , Emily Stutzman , Rachel Birrell


Becoming a customer-obsessed organization is not a single event; it’s a transformation that takes place over time and requires many adjustments along the way. Unfortunately, most organizations struggle to execute strategic change. While change management as a practice is well documented, the most common barrier to success comes not from the trenches but from the C-suite. Leaders must embrace continuous transformation on their way to becoming customer obsessed — and be ready with the resources and recognition to sustain the energy required to drive successful change. This report shows leaders how humans experience change in order to help their organizations navigate that journey.

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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.