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Engage the empowered customer

Today’s consumers are evolving in measurable ways. Understanding your customers through historical behavior and demographics is no longer enough. To build and sustain customer relationships, getting a handle on your customers’ expectations, emotional motivations, and contextual decisions is key.


Five forces in customers’ evolution

Uncover the most important shifts in consumer attitudes and behaviors that are setting the pace for innovation.





Discover more

Forrester thought leaders discuss how to connect with today’s empowered customers:


Analyst Anjali Lai reveals five key shifts in consumer behaviors, attitudes, and expectations that fuel customer empowerment. (01:05)

Gain more insights at our upcoming Forrester Forums and at our free on-demand and live events.