Charter Report

Center Your Digital Strategy On Customer Outcomes

Keep Adapting Your Digital Strategy To Meet One Goal: Serving Customers

August 9th, 2022
With contributors:


Digital business and strategy leaders need to reorient their strategy development to make customer value the primary objective. Too often, digital business strategies are collections of loosely related technology projects that obsess about cost efficiency rather than customer experience (CX). Making matters worse, the usual annual strategic planning cycle is too slow and rigid to serve ever-changing customer needs and expectations. To craft digital strategies that engage business leaders and explain how digital creates better customer and business outcomes, digital leaders need to ensure that their strategy is customer-led, insights-driven, fast, and connected.

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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.