Best Practice Report

How To Keep The Customer Top Of Mind In Times Of Remote Collaboration

June 30th, 2021
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
Martin Gill , Clarissa Skinner , Shayna Neuburg

Summary

Firms that fail to foster a customer-obsessed culture find that employees who don't value great experiences hinder customer experience (CX) transformation, and they provide experiences that don't measure up or that customers find inauthentic. But building a customer-obsessed culture virtually is like flexing a new muscle. There are benefits (access to a broader talent pool) and pitfalls (assuming that leading virtual teams is like leading colocated teams, just with more dependence on communication tools). This report helps CX leaders rethink how to empower, inspire, and enable their teams to keep acting in customer-centric ways while they are working remotely.

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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.