Trends Report

CX Leaders: Become Adaptive Thinkers To Improve Customer Experience

February 18th, 2020

Summary

Every business runs on thinking, mostly in two modes: divergent and convergent. CX leaders should strive for adaptive thinking: an organizationwide, balanced approach to divergence and convergence. Different tools and techniques support these different modes of thinking.

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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.