2016: CIOs And CMOs Must Rally To Lead Customer-Obsessed Change Now

In the coming weeks Forrester will publish its annual set of predictions for our major roles, industries, and research themes — more than 35 in total. These predictions for 2016 will feature our calls on how firms will execute in the Age of the Customer, a 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.

In 2016, the gap between customer-obsessed leaders and laggards will widen. Leaders will tackle the hard work of shifting to a customer-obsessed operating model; laggards will aimlessly push forward with flawed digital priorities and disjointed operations. It will require strong leadership to win, and we believe that in 2016 CMOs will step up to lead customer experience efforts. They face a massive challenge: Years of uncoordinated technology adoption across call centers, marketing teams, and product lines make a single view of the customer an expensive and near-impossible endeavor. As a result, in 2016 companies will be limited to fixing their customer journeys.

CMOs will have good partners, though. As they continue to break free of IT gravity and invest in business technology, CIOs will be at their sides. 2016 is the year that a new breed of customer-obsessed CIOs will become the norm. Fast-cycle strategy and governance will be more common throughout technology management and CIOs will push hard on departmental leaders to let go of their confined systems to make room for a simpler, unified, agile portfolio.

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How The CMO And CIO Will Determine The Future Of Business In 2015

Forrester has just published 45 sets of 2015 predictions for every role we write about, from customer insights to application development to security and risk. In my role as Chief Research Officer, one thing is now clear to me: the two roles that matter most for 2015 are the CIO and the CMO (see our infographic below) -- their relationship and joint strategy to boost the business will determine the future of any corporation.
 
CMOs historically focused narrowly on marketing and promotion. That’s not enough in the age of the customer. The CMO of 2015 must own the most important driver of business success -- the customer experience -- and represent the customer’s perspective in corporate strategy. Andy Childs at Paychex is a great example -- he owns not only traditional marketing but strategic planning and M&A.
 
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Welcome to the new blog network

Hey everyone.  Here it is – Forrester’s new blog network. We made some changes to improve the experience for readers and to encourage more analysts to blog. Feel free to poke around and let me know what you think.

There are a few things I’d like to point out to you:
 

  • Everyone’s welcome here.  Forrester analysts use blogs as an input into the research they produce, so having an open, ongoing dialogue with the marketplace is critical. Clients and non-clients can participate – so I encourage you to be part of the conversations on Forrester blogs.
  • We still have team blogs focused on role professionals. Our role blogs, such as the CIO blog and the Interactive Marketing blog, are a rollup of all the posts from the analysts serving that specific role professional. By following a role team blog, you can participate in all the conversational threads affecting a role.
  • And now we’ve added analyst blogs as well.  If you prefer to engage directly with your favorite analyst, you can. Look on the right-hand rail of the team blog and you’ll see a list of the analyst blogs.  Just click on their name to go to their blog.  Or type their name into “Search”.  An analyst blog is a place for the analyst to get reaction to their ideas and connect with others shaping the marketplace.  You’ll find the blogs to be personal in tone and approach. 
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Forrester Wants More Analysts Using Social Tools

Wow. There are a lot of comments flying around about Forrester's yet-to-be released blog platform and associated policy - some accurate, some not. The blog posts from Forrester analysts like Josh Bernoff and Augie Ray have had the most accurate information to date.

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Forrester buys JupiterResearch

Joshbernoff_cliffcondon_4 by Josh Bernoff and Cliff Condon

If there is one other research company that we've continued to encounter, respect, and see as real competition in the interactive media space, it is JupiterResearch. While the company ownership has changed hands several times over the years, the analysts have continued to do great work.

That's why we're very pleased that Forrester Research today announced it is acquiring JupiterResearch.

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Forrester buys JupiterResearch

Joshbernoff_cliffcondon_3 by Josh Bernoff and Cliff Condon

If there is one other research company that we've continued to encounter, respect, and see as real competition in the interactive media space, it is JupiterResearch. While the company ownership has changed hands several times over the years, the analysts have continued to do great work.

That's why we're very pleased that Forrester Research today announced it is acquiring JupiterResearch.

Read more

Forrester buys JupiterResearch

Joshbernoff_cliffcondon_2by Josh Bernoff and Cliff Condon

If there is one other research company that we've continued to encounter, respect, and see as real competition in the interactive media space, it is JupiterResearch. While the company ownership has changed hands several times over the years, the analysts have continued to do great work.

Read more