Data Overview Report

The State Of Customer Obsession, 2022

September 12th, 2022
With contributors:
Rick Parrish , Keith Johnston , Melissa Bongarzone , Alex Sobchuk , Lexie Lawhon , Christine Turley

Know where to start your journey to customer obsession by understanding your current maturity and how you compare with more advanced examples. Customer-aware firms should take action. Customer-engaged ones should systematize being customer led. Customer-committed companies should create empathetic customer connections. And if you are already at a customer-obsessed firm, don’t stop now: Embrace disruption.

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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.