Summary
Five years into the age of the customer, power is shifting from organizations to customers exactly as we predicted, driving more digital disruption, encouraging more consumer hyperadoption, and compelling more organizations to embrace customer obsession. This report reveals the leadership qualities and habits that will help employees reach the required level of customer obsession. Having a customer-obsessed operating model is one thing, but leading the organization to execute it effectively is another. The best leaders will do both. Note: This report is a successor to the "Winning In The Age Of The Customer" Forrester report.
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