Vision Report

Embed Customer Insights Into The Business

June 2nd, 2021
With contributors:
Martin Gill , Harley Manning , Clarissa Skinner , Shayna Neuburg


The future of your business depends on your customers wanting to do business with you, now and in the future. To drive customer-centric action, customer experience (CX) leaders embed customer insights and metrics into the CX ecosystem (people, process, and technology). In this report, learn how CX leaders can inspire and empower people to be customer-centric, create business processes that fulfill customer wants and needs, and deploy and use technology that enables consistent delivery of the right experiences.

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This report is available for individual purchase ($1495).

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.