- Forrester Councils
- Councils Overview
- log in
Posted by Ted Schadler on January 5, 2010
Josh Bernoff and I have begun work on Forrester's next book to be published by Harvard Business Press on September 14th
in the Fall:
Empowered: Unleash Your Employees, Energize Your Customers, Transform Your Business
Customers blog and Twitter and YouTube and Facebook to be smarter than ever about the things they buy. That information makes them powerful. And they’re just getting more powerful because with smartphones they now have the Internet and their friend networks with them everywhere. They can immediately share what they’re experiencing and learning from wherever they are. Social technology, accelerated by smartphones and video, is shifting information power to customers
The implications for CIOs and the IT organization are far-reaching. How can IT say yes and support these business-led initiatives using employee-provisioned technology? When must IT say no because of legitimate security or regulatory concerns? What determines which is which?
Harnessing the groundswell power shift starts with leadership and culture, but it also requires a different execution model based on shared goals, clear policy, rapid scaling, and managed risk.
If you have a story to tell about how your organization supports or blocks the creative and innovative use of social technology, we would like to hear about it.
Lead BT Transformation
Develop customer-obsessed strategies to drive growth »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »