Frederic Giron, VP and Research Director, Forrester hosts a workshop to our audience at this year’s 2nd annual CIO Leaders Indonesia Summit in Jakarta.
Mr. Giron said that digital experiences are the new normal for customers across Asia, empowered by widespread — and in some cases now universal — access to mobile technology. They’re no longer satisfied with poorly coordinated online and offline experiences.
Mr. Giron discussed different ways on how to win and retain these entitled customers, your firm must transform, and your leadership team must embrace an operating model for customer obsession.
During this session, Forrester also gave a strategic overview of the impact that the age of the customer will have on institutions, establish the fundamentals of an operating model for customer obsession, and clarify the specific areas that you need to focus on to transform your organization into one that can consistently deliver experiences that exceed customer expectations and deliver business results.