Trends Report

Welcome To The Empowered Era

An Empowered Report: Reinvent Yourself To Serve Empowered Customers And Employees

November 1st, 2010
With contributors:
Sharyn Leaver , Anjali Yakkundi , Josh Bernoff

Summary

Your customers and your employees have more power than ever before. Mobile, social, video, and cloud technologies give individuals tremendous access to information and resources. To succeed in an era of empowered customers, you must empower employees to solve customer and business problems. First, build bridges to your marketing and customer service teams to help these teams scale up new customer solutions. Then give employees the safety net and permission to be your greatest source of innovation and breakthrough ideas. You have an opportunity to reinvent yourself and the role of IT to become the chief technology advisor and enabler of empowered initiatives. Seize the opportunity.

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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.