Trends Report

The Technology Executive’s Guide To Customer Obsession

January 28th, 2022
With contributors:
Rick Parrish , Keith Johnston , Shynise McElveen , Ian McPherson


Technology executives play a key role in customer obsession: They must leverage technology to help their organizations achieve their chosen expressions of customer obsession. That’s why each tech executive should: 1) evaluate how well their IT operating model is working; 2) rethink how they measure the value of technology and communicate that to stakeholders; and 3) ensure that leaders throughout the organization have the insights capabilities they need to make data-driven decisions.

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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.