Trends Report

The State Of Customer Obsession In Europe, 2023

European Customer Obsession Maturity Increases With Italian Firms Leading The Way

July 12th, 2023
Michelle Beeson, null
Michelle Beeson
With contributors:
Martin Gill , Victoria Manes , Kara Hartig


European firms are increasingly customer obsessed. Compared to previous years, our 2023 data shows that European firms have caught up with global peers. Italian firms lead the pack, while UK firms lag. Those that embrace customer obsession as a business strategy are optimistic about their future and see innovation at speed, deep empathy for their customers, and creativity as keys to drive alignment. Read this report to find out how European firms stack up.

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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.