customer insights
Customer insights allow businesses to serve customers better, build loyalty, and drive revenue. But digging customer insights out of mountains of data is complicated. Read the latest on this critical competency.
Insights
Blog
The Forrester Readiness Index Highlights Countries Ripe For Digital Marketing Investment
Marketers should take a closer at how their digital advertising budgets are allocated globally. While a huge market such as China deserves marketers’ attention because of its size, our analysis shows that the Chinese digital advertising market is becoming saturated. Forrester calculates each country’s digital marketing readiness score by measuring the digital engagement and savviness […]
Read More
Blog
Elements Of Reputation: Traits That Indicate A Thoughtful Tech GTM Strategy
Analyst Abhijit Sunil explores an aspect of tech vendor evaluation you may not be considering.
Read More
The Future of CX
The spotlight will shine on CX as brands wrestle with disruption. Is your firm ready?
Blog
Five Consumer Lessons From The 2010s: No. 5
This is the fifth and final entry in a short blog series highlighting lessons about consumer behavior and attitude to take away from the previous decade. Here, you can find the first, second, third, and fourth posts. I close by emphasizing an age-old, fundamental human truth that takes on renewed significance given the latest shifts […]
Read More
Blog
Five Consumer Lessons From The 2010s: No. 4
In the last decade, the term “boycott” pulsed through global consumer chatter and search queries. Whether consumers were talking about sneakers, seltzer, or the Academy Awards, the frequency of the word “boycott” spiked to some of the highest levels since the early 2000s. It’s tempting to assume that consumer activism will subside as swiftly as […]
Read More
Blog
Five Consumer Lessons From The 2010s: No. 3
Today I present the third of five key consumers lessons to take away from the 2010s. You can find the previous two here and here. Ten years ago, a wave of demonstrations and protests in the Middle East reshaped our understanding of social media’s influence; the Arab Spring turned up the volume on debate about […]
Read More
Blog
Five Consumer Lessons From The 2010s: No. 2
This is the second installment in a series of five blog posts highlighting important lessons about consumer behavior and attitude that emerged from the past decade. If a retrospective look on the 2010s conjures feelings of uncertainty, peering through the lens of legacy brand leaders only dramatizes the sense of instability as the volume and […]
Read More
Blog
Five Consumer Lessons From The 2010s: No. 1
Part one of five customer insights lessons learned over the last decade. Up first: remember the netbook?
Read More
Blog
It’s The Most Wonderful Time Of The Year For Segmentation
Well, sort of. It actually depends on what type of segmentation you’re interested in, which of course depends on what you plan to do with your segmentation. (Segmentation is not an end in itself but a possible means to an end.) My new report, “The Best Of Times And The Worst Of Times For Segmentation,” […]
Read More
Blog
Customer Communities Are Buzzing, But Should Your Brand Invest In One?
This year, we’ve seen an uptick in client and industry interest in customer communities. Marketers want to build authentic and lasting relationships with customers who are more and more likely to experiment and less and less likely to trust traditional advertising. The concept of community management isn’t anything new — we’ve been writing about it […]
Read More
Blog
How Much Is CX Actually Worth In Profit For Telecoms?
We all instinctively believe that great customer experience can bring financial success, but proving this with numbers can be a real challenge. If you are a CX professional working in a telecom, this research is particularly relevant to you.
Read More
Blog
Predictions 2020: Approaches To Customer Insights Evolve
The coming year will bring changes in approaches to deriving customer insights. Only some firms will succeed.
Read More
Blog
Consumers Demand Hybrid CX
The Falsehood Of Digital As The North Star Ever since “digital” swept across the world and became a word that’s almost synonymous with innovation, companies large and small have been in a race to digitize . . . everything! Driven in part by the (correct) assumption that customers themselves are increasingly digital, and bolstered by […]
Read More
Blog
Voice Of The Attendee: Data And Analytics Strategy, AI/ML, CX, And Growth
Learn the topics that data professionals want to hear about most at the upcoming Data Strategy & Insights Forum.
Read More
Blog
Data And Analytics Leaders: Be The Change — Now
Data and analytics leaders in the perfect position to help turbocharge their business by optimizing, reimagining, and reinventing. Learn more.
Read More
Blog
Data Strategy & Insights 2019: Solving The Human Skills Problem
Data and analytics expertise of all kinds is getting tougher to find and retain. Get advice for recruiting and retaining data and analytics professionals.
Read More
Blog
Run Your Business At The Speed Of Thought
AI is becoming more empathetic and customer-centric. The future is closer than you think. Are you ready?
Read More
Blog
The Power Of “Now” CX
The value of real-time CX: differentiation, growth, and better retention. Learn more about the next frontier of CX and why Forrester developed FeedbackNow 2.0.
Read More
Blog
Customers Value Sustainability — Brands And Retailers Must, Too!
Increasingly, customers factor in sustainability when considering whether your brand gets their spend or not.
Read More
Blog
Innovation, Data, And UX Archeology At UX STRAT Europe 2019
I am back from two days at UX STRAT 2019 — a conference that gathers an international community of design leaders and experience makers. This single-track conference offers presentations about the latest trends at the intersection of business strategy, user experience (UX), product, and service design. The three big takeaways for me this year are […]
Read More
Blog
DTC Disruptors Solve Three Escalating Tensions In Consumer Decision Making
It's not just the minimalist design. It's not just the products in millennial pink. DTC is winning because it caters to customers' contradictory impulses around decision-making.
Read More
More posts