Listen First, Act Second: How One B2B Tech Company is Investing in Active Listening with ForgeRock CEO Fran Rosch

Identity management issues are difficult for enterprise companies and for consumers. According to Javelin’s 2021 Identity Fraud Study, there was 43 billion dollars worth of identity fraud scams in 2020. Small business owners to c-suite execs are all looking for the answer to security and simplicity, especially in the face of the enemies — bad actors and security systems that are too complicated to use. Everyone wants an answer, but perhaps the first step to a solution is for an identity management company to engage in an ongoing process of active listening.

On this episode of Business X factors, Fran Rosch, the CEO of ForgeRock, shares how ForgeRock, under his leadership, has developed a perpetual process to innovate toward solutions where customers do not have to compromise user experience or security. He reveals how this process includes listening, making decisions and then acting accordingly. Fran also chats about how ForgeRock does more than loftily talk about creativity; instead, it invests in the creative process, including ensuring its people are truly able to be creative. 

Main Takeaways: 

• A Perpetual Refining Process: When Rosch joined ForgeRock, he initiated “Project Rocket,” which was a process to activate change in the company. The process involved listening, making determinations, and then acting on them. The lesson here is not that a new CEO had an initial strategy in order to provide a jolt to a company. Instead, it is that “Project Rocket” has morphed into an ongoing process for ForgeRock’s self-reflection and improvement.  
• Think About Creative Investment: Many companies talk a good game about establishing a creative environment, but some don’t back up these words with actions. Rosch contends that creativity must be something that is actually invested in. Additionally, according to Rosch, supporting creativity is about setting up a culture where people are being listened to and helpful questions are also being asked.
• Diversity Is Key: Diversifying a workforce is imperative for a healthy culture and company, and there are many ways to consider diversity. Rosch speaks about fostering a “diversity of ideas,” and this includes gathering a team from many different backgrounds and experiences. He mentions that this sort of diversity is about getting ”creative ideas on the table.” Diversity and creativity are interconnected and they must both be considered in that manner.

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