Planning Guide Report

Customer Engagement: Planning Assumptions 2018

January 1st, 2018


SiriusDecisions has identified five planning assumptions that should drive the agenda of customer engagement leaders in 2018. Customer engagement functions must continuously refine the metrics used to track customer-centricity and customer loyalty. Customer engagement is becoming more strategic and visible, leading to questions about linkages with adjacent functions and executive ownership.

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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.