Age of customer requires fundamental reset for companies
Firms need to take a hard look at their structure, talent, culture, processes, technology and business metrics.
Add BT as a preferred sourcePOWER 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
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