Planning Guide Report

Customer Engagement: Planning Assumptions 2019

July 27th, 2018


SiriusDecisions has identified five planning assumptions that should drive the agenda of customer engagement leaders in 2019. Customer success, customer marketing and customer experience leaders are making significant progress toward adequate visibility and investment in existing customers. Customer engagement practitioners must continue to improve the customer experience to support retention, loyalty, growth and advocacy.

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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.