Customer obsession isn’t optional anymore — it’s how businesses win. Yet many organizations still struggle to turn the idea into action.

In this session, Forrester VP and Principal Analyst Shar VanBoskirk challenges the excuses that keep companies from delivering truly customer-obsessed experiences. She introduces two powerful concepts, business personality and strategy as action planning, to help leaders align their organizations around what actually drives results.

You’ll learn how to identify the strategy that fits your business, activate customer obsession across teams, and move from good intentions to meaningful progress.