Best Practice Report

The Future Of Work Paves A New Path To Customer Obsession

Focus On The Top Drivers Of Employee Engagement To Absorb The Shocks Affecting Today’s Businesses

May 23rd, 2022
With contributors:
Keith Johnston , Tyler Castro , Rachel Birrell


Organizations that want to become customer obsessed need employees who are sufficiently future fit to provide maximum value to customers, despite the shocks caused by the future of work. A great employee experience (EX) is the key to employees’ future fitness, so those organizations that base their business strategy on customer obsession should work toward success on the top drivers of employee engagement. Leaders who want to supercharge their customer obsession efforts should improve on two different sets of EX drivers in parallel — those that improve EX for most employees and those that improve it for employees who are already highly engaged.

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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.