Trends Report

Forrester Infographic: The State Of DX, 2019: Digital Execs Are Prioritizing Self-Service And Analytics, But Org Structure And Culture Get In The Way

November 21st, 2019
Mark Grannan, null
Mark Grannan


Forrester surveyed 79 digital executives in the spring of 2019. Self-service and customer journeys are their top investment priorities. Data and analytics are essential for improving your organization’s customer experience delivery. The biggest barriers to this change are org structure and culture. Fifty percent of large organizations plan to spend more than $5 million on improving their customer-facing digital presence in 2019.

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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.