Age of customer requires fundamental reset for companies

POWER has shifted away from companies towards digitally savvy, technology-empowered customers. Success in the age of the customer requires a fundamental reset of day-to-day operations - a new operating model that aligns to a customer-obsessed approach.

Companies will have to assess and address six key operational levers - technology, structure, culture, talent, metrics and processes - derived from the four principles of customer obsession: customer-led, insights-driven, fast and connected. Done well, customer obsession promises to help organisations win, serve and retain customers with exceptional and differentiated customer experiences. To help organisations in the Asia-Pacific navigate their progress, Forrester has predicted the following key trends for 2017:

80% of 'digital transformations' will miss the mark