Trends Report

The Path To Customer Obsession Is Paved With Enterprise Collaboration

Vision: The Enterprise Collaboration Playbook

October 20th, 2020
Art Schoeller, null
Art Schoeller
With contributors:
Daniel Hong , TJ Keitt , Hailey Colin


To create and deliver profitable customer experiences (CX), businesses rely on ecosystems that bring together networks of employees, partners, and customers. Keeping these disparate groups engaged and effective is a challenge for most businesses, especially in today's reality of pandemic-induced remote working. When properly deployed, enterprise collaboration (EC) tools can provide the connective tissue for your company's CX ecosystem. This report details the vision for application development and delivery (AD&D) pros tasked with building an EC strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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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.