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

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How Much Is CX Actually Worth In Profit For Telecoms?

Tom Mouhsian November 5, 2019
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.
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Predictions 2020: Approaches To Customer Insights Evolve

Gene Leganza October 30, 2019
The coming year will bring changes in approaches to deriving customer insights. Only some firms will succeed.
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The Future of CX

The spotlight will shine on CX as brands wrestle with disruption. Is your firm ready?

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Consumers Demand Hybrid CX

Tom Mouhsian October 30, 2019
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 […]
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Voice Of The Attendee: Data And Analytics Strategy, AI/ML, CX, And Growth

Srividya Sridharan October 22, 2019
Learn the topics that data professionals want to hear about most at the upcoming Data Strategy & Insights Forum.
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Data And Analytics Leaders: Be The Change — Now

Cinny Little October 17, 2019
Data and analytics leaders in the perfect position to help turbocharge their business by optimizing, reimagining, and reinventing. Learn more.
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Data Strategy & Insights 2019: Solving The Human Skills Problem

Gene Leganza October 10, 2019
Data and analytics expertise of all kinds is getting tougher to find and retain. Get advice for recruiting and retaining data and analytics professionals.
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Run Your Business At The Speed Of Thought

Michele Goetz September 26, 2019
AI is becoming more empathetic and customer-centric. The future is closer than you think. Are you ready?
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Real-Time CX

It’s a reality. Discover the new FeedbackNow.

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The Power Of “Now” CX

George Colony September 9, 2019
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.
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Customers Value Sustainability — Brands And Retailers Must, Too!

Michelle Beeson July 17, 2019
Increasingly, customers factor in sustainability when considering whether your brand gets their spend or not.
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Innovation, Data, And UX Archeology At UX STRAT Europe 2019

Karine Cardona-Smits June 25, 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 […]
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DTC Disruptors Solve Three Escalating Tensions In Consumer Decision Making

Anjali Lai June 19, 2019
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.
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Hardwire CX To Financial Performance In The Financial Services Sector

Tom Mouhsian June 19, 2019
As leaders in the FS sector increasingly embrace customer-centric strategies, they will have to credibly connect the customer story to the money story. Otherwise, the legitimacy of often-heard CX slogans and promises can be easily challenged.
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First Forrester New Wave™ On B2B CDPs Sets The Bar For An Emerging Market

Steven Casey June 17, 2019
Woohoo! We just published “The Forrester New Wave™: B2B Customer Data Platforms, Q2 2019” report, which profiles the 13 most significant vendors in this market: Arm Treasure Data, BlueVenn, CaliberMind, Celebrus, Dun & Bradstreet, Evergage, FirstHive, Lattice Engines, Leadspace, Lytics, Radius Intelligence, Tealium, and Zylotech. Based on our comprehensive criteria, Forrester’s take is that Lattice […]
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The Insights Beat: Save Your Data Strategy From A Nosedive

Srividya Sridharan June 12, 2019
(Jeremy Vale and Paolo Santamaria contributed to this post.) This month’s Insights Beat focuses on the latest research in our insights-driven playbook; showcases multiple data, analytics, and machine-learning vendor evaluations; and shines a light on B2B analytics techniques. Is Your Data Strategy Lacking? Time To Sound The Alarm In order to compete in the age of […]
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Game, Set, Match: Deliver Fan Obsession In Sports With Fanalytics

Brandon Purcell April 29, 2019
With millions of rabid fans tuning in and turning out to watch these spectacles unfold in real time, customer insights pros are met with a tremendous opportunity to create meaningful moments of engagement for their fans using data and analytics.
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Introducing Forrester’s Consumer Energy Index: A Formula For Consumer Innovation Readiness

Anjali Lai April 11, 2019
Will consumers embrace your brand’s innovations or simply shrug? Forrester’s Consumer Energy Index measures consumers’ openness to your newest offerings. Learn more.
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Orchestrate Your Customer Analytics Practice With The Next Best Experience

Brandon Purcell April 4, 2019
In the world of customer analytics, soaring solos only get you so far. Delivering harmonious customer experiences across the customer life cycle requires careful collaboration across different business functions.
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Enable Marketing’s CX Ambitions With Real-Time Interaction Management

Rusty Warner February 27, 2019
One of our 2019 B2C marketing predictions is that enterprise marketing technology will meld with customer experience (CX) investments to deliver the relevancy and consistency that consumers crave from brands. Real-time interaction management (RTIM) provides critical capabilities that enable marketers to realize their CX ambitions. Forrester defines RTIM as: Enterprise marketing technology that delivers contextually […]
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DTC Startups Signal An Age Of Experimentation

Anjali Lai February 21, 2019
As we gear up for Forrester’s Consumer Marketing 2019 Forum, I’m chipping away at a rather large research undertaking that quantifies why direct-to-consumer (DTC) startups deliver value to consumers and how this threatens big brands. In addition to mining rich quant, qual, and behavioral data sets, our advanced analytics illuminates the key drivers that predict […]
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The Insights Beat: Quash The Groundhog Day Effect In Your Insights Journey

Srividya Sridharan February 7, 2019
It’s early February. Punxsutawney Phil predicted an early spring this year, and there is hope (and warmth) in the air.[i] But it’s not always rosy for you as a data, analytics, and insights leader. You tirelessly toil to get value from your enterprise data and try to apply those insights at scale to impact business […]
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