The next 12 months will prove critical for companies looking to bridge the divise between digitally savvy and empowered customers.
As the new year rapidly approaches, Forrester has put its top predictions on the line and says 2016 will a year driven by complex, high-stakes customer-obsessed strategies.
Year of the customer
In 2016, business leaders will shift toward a customer-obsessed operating model, while laggards will aimlessly push forward with flawed digital priorities and disjointed operations.
