Dane Anderson, Vice President – Research Director and Region Manager, Forrester Research hosted a discussion on Digital Transformation Requires Customer Obsession.
During this discussion, Dane Anderson emphasised the point, to win and retain tech savvy customers who are no longer satisfied with poorly coordinated online and offline experiences, firms must transform. Forrester was used as a case study to outline the 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 a firm needs to focus on to transform their organization into one that can consistently delivers an experience that exceed customer expectations and delivers business results.
Dane serves CIOs and leads an Asia Pacific team that guides business technology professionals across various roles including Sourcing & Vendor Management, Application Development & Delivery, Security & Risk Management, Infrastructure & Operations, and Enterprise Architecture. Dane provides strategic guidance and advice to clients in the areas of organization design, innovation, emerging technologies, and supporting business technology operations in Asia Pacific markets. His research focuses on helping clients mature from an IT-centric role in their organizations to a business-embedded one. Dane’s views on the Asian IT market are commonly cited in prominent publications and broadcast media, and he is a sought-after speaker at industry events in both Asia and the US.