Vision Report

Technology’s Future Is Human-Centered

To Differentiate And Grow, Deliver Technology That Serves Customers, Employees, And Partners

December 15th, 2022
With contributors:
Keith Johnston , Ted Schadler , Matthew Guarini , Michael Barnes , Dan Purchia , Bill Nagel


After a series of systemic risks at the start of the 2020s, technology improved the capabilities and economics of every business — but tech was never the whole story. Future-fit leaders understand that technology in business will always be about serving people — not only customers, but also employees and society at large. These visionaries pursue a truly human-centered approach, shifting from forcing people to get the most out of technology to enabling them to use it to their advantage. This report shows technology execs how to help the business refocus on the people whose tech experience will power their firm’s brand promise, creative differentiation, and sustainable growth for decades to come.

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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.