Trends Report

Digital Leaders Must Build Three Key Digital Competencies

August 20th, 2019

Summary

Digital leaders still struggle to put the customer at the core of their operations. While many firms have embraced cross-functional working, few have permanently reorganized teams around customer needs. Our analysis of 54 digital team org charts reveals five best practices. Savvy digital leaders combine people, processes, and technology to build three key competencies: product management, customer-centric design, and modern software delivery.

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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.