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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report The Customer-Obsessed Enterprise

    Lead The Competition With A Clear Vision For Customer Obsession
    June 25, 2018 | Keith Johnston, Sharyn Leaver

    Customer-obsessed firms already enjoy higher revenue growth, customer satisfaction, and employee satisfaction — and will prevail as the age of the customer intensifies. Forrester surveyed more than...

  • Report The Operating Model For Customer Obsession

    November 3, 2015 | Sharyn Leaver, Michelle Moorehead, Sheryl Pattek

    We know and have proven that a better customer experience correlates with higher revenue growth. But what does it take to succeed in your quest for the level of customer obsession needed to drive...

  • Report CMOs And CIOs Must Turn Collaboration Into Action

    Forrester/Forbes Insights CIO/CMO Survey Results Show Marginal Progress
    November 20, 2014 | Sheryl Pattek, Sharyn Leaver

    Chief marketing officers (CMOs) and their chief information officers (CIOs) must put a unified business technology (BT) agenda into practice that best wins, serves, and retains today's empowered...