Trends Report

The New Normal: Adapt Your Approach To Deal With Permanent Change

September 29th, 2020

Summary

Because of the COVID-19 pandemic, organizational leaders must adapt their strategies, business models, and digital capabilities to better compete. Improving customer experience (CX) and employee experience (EX) will be the critical path to success as we enter the new normal. Leaders must embrace change throughout the pandemic and beyond to identify opportunities for growth within each challenge and to enable growth in the future.

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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.