Trends Report

Lead With A Scaled Design Thinking Mindset

Embrace Design For Customer Obsession

May 8th, 2017
Ryan Hart, null
Ryan Hart
With contributors:
Frederic Giron , Sharyn Leaver , Diane Deng , Michael Barnes , Harley Manning , Allegra Burnette , Bill Nagel


Some of the most admired, innovative, and valuable companies in the world have embraced the practice of design — not simply to differentiate their products in the market, but also to improve the way they operate as an organization. This report examines how customer-obsessed companies that embrace design thinking are winning in today's business world and how they have organized themselves around a human-centered design mindset. Customer experience (CX) pros can use this insight to scale their own design thinking capabilities.

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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.