Trends Report

Brief: CX Leaders Share Best Practices In Customer Obsession

Key Takeaways From Forrester's CX Europe 2015 Forum

December 15th, 2015
With contributors:
Michael Gazala , Dylan Czarnecki , Gabriella Zoia , Rachel Birrell


At Forrester's CX Europe 2015 Forum, presenters shared how the right mix of discipline and empathy underpins their efforts to sustainably deliver great customer experiences. They also shared their insights and best practices for becoming a more customer-obsessed company, addressing issues ranging from understanding emotional elements in your customers' journeys to empowering employees with actionable metrics and creating the right employee environment for delivering customer-centric experiences.

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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.