Trends Report

The Roadmap For Delivering Customer-Obsessed IT Transformation

The Strategy Report In The IT Transformation Playbook

February 4th, 2021
With contributors:
Pascal Matzke , Bobby Cameron , Patrick Carroll , Emily Stutzman , Diane Lynch


To deliver on the promise of customer obsession, firms must use a future fit technology strategy. As a CIO, CTO, or other key technology leader, you need to craft a plan tuned to a specific starting point in your IT transformation journey, the urgency with which you must change, and the level of difficulty you’ll confront when making those changes. This report describes the steps that will help you chart your course to making transformation real.

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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.