Trends Report

The Role Of Jobs-To-Be-Done In Improving The Customer Experience Your IT Team Delivers

Use This Customer-Centric Framework To Better Address Customers’ Needs, Wants, And Expectations

November 20th, 2023
Gordon Barnett, Principal Analyst
Gordon Barnett Principal Analyst
AJ Joplin, Senior Analyst
AJ Joplin Senior Analyst
With contributors:
Matthew Guarini , David Morrison , Rachel Birrell

Summary

Tech executives can provide more successful solutions to customers by adopting frameworks that facilitate customer understanding. Embracing the Jobs-to-be-Done framework in particular enables tech executives to better prioritize customer-centricity, evidence-based decisions, and cross-functional collaboration, driving innovation and delivering solutions that meet customer needs. The report provides essential guidance for tech executives on enhancing customer satisfaction, fostering superior customer experience, and promoting business growth.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.