The State Of Customer Obsession In Retail, 2024

September 19th, 2024

With contributors:

Summary

Retail organizations must measure their level of customer obsession maturity to drive growth and resist stagnation. Following Forrester’s annual customer obsession benchmark for global organizations and State Of Customer Obsession Survey, 2024, this report outlines strategies for retailers and brands at each level of maturity. Retailers can use this report alongside The Customer Obsession Assessment to determine their current level, compare themselves with other retail organizations, and determine how to advance their customer obsession maturity.

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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.