Trends Report

Brief: Collaborate And Model CX Behavior To Drive Customer Obsession

Key Takeaways From Forrester's Marketing And Technology Forums In Sydney

December 11th, 2015
Thomas McCann
With contributors:
Michael Barnes , Erna Esa , Bill Nagel


In September 2015, some of Forrester's brightest and most thought-provoking analysts and other industry experts gathered at two Forrester Summits in Sydney: one for marketing leaders and one for CMOs and CIOs. Three common business challenges emerged from the presentations and discussions at these events. This report examines those challenges through a customer experience (CX) lens to help CX professionals collect and use the right data to drive CX imperatives, harness innovative disruption as a business discipline, and develop a strategic focus for CX initiatives.

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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.