Best Practice Report

Innovate Your Business Model To Drive A CX Advantage

Build A Robust Innovation Strategy Around The Customer

January 8th, 2019
Ryan Hart, null
Ryan Hart
With contributors:
Harley Manning , TJ Keitt , Sam Karpinski , Shayna Neuburg


Leading companies recognize that to maintain a differentiated CX advantage over their competitors, they must do more than incrementally fix and improve existing experiences. Companies gunning to capture more market share or create new markets must innovate just like a startup — and that begins with identifying and developing a new business model. This report introduces the why and how of customer-obsessed business models to help CX pros lead their organizations toward more meaningful innovation.

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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.