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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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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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Real-Time CX

It’s a reality. Discover the new FeedbackNow.

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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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Decoding Patterns In Consumer Behavior Empowers Leaders

Anjali Lai January 30, 2019
When sociologist Jane Jacobs artfully depicts crowds on a city sidewalk, she may as well be describing consumers. In Jacobs’ words: “Under the seeming disorder . . . is a marvelous order. It is a complex order . . . This order is all composed of movement and change . . . ensembles all have […]
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Join Us At CX Europe 2018 For Insights Into Customer Understanding And Other Key CX Priorities

David Truog November 1, 2018
Forrester’s customer experience Forums are in their 10th year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and have become yearly destinations for CX pros far and wide. CX Europe 2018 is just 12 days from now — Tuesday and Wednesday, […]
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Use Text Analytics Technologies To Handle Mountains Of Unstructured Data

Boris Evelson June 14, 2018
Enterprises are sitting on mountains of unstructured data — 61% have more than 100 terabytes, and 12% have more than five petabytes! Luckily, there are mature technologies out there that can help. First, enterprise information architects should consider general-purpose text analytics platforms. These are capable of handling most, if not all, text analytics use cases, both […]
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Drive More Impact From Data And Analytics With Insights Storytelling

Cinny Little January 2, 2018
We said this a year ago, but alas, we have to say it again. There’s a big insights-to-actions gap out there.  Firms continue to invest in data, people, and technology, but in 2017, data and analytics pros reported basing fewer business decisions on data (45%) than in 2016 (49%).  If you don’t feel pressured by […]
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The Data Digest: Understand Emotion To Drive Technology Engagement

Anjali Lai August 17, 2017
Thanks to the rise of empowered consumers, products and experiences that once seemed improbable, such as (literally) instant delivery, are now integral to our lives. But this era of innovation has also seen its fair share of flops: From Pokémon Go to Google Glass, technologies that looked like promising disrupters stalled quickly or generated more […]
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The End of Advertising, The Beginning of Relationships

James L. McQuivey May 2, 2017
Today my colleagues and I publish a bombshell of a report. Titled, “The End of Advertising As We Know It,” the report at first glance fits nicely into the current backlash against major publishers and ad networks, including Google and Facebook. Led by P&G Chief Brand Officer, Marc Pritchard, major advertisers like GE and JP […]
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Viv.ai and Developers

John Wargo May 9, 2016
At the TechCrunch Disrupt event in NY today, Dag Kittlaus delivered the first public demonstration of Viv, his team’s follow-up to the popular Siri service. There’s been a lot of press in advance of the demo and frequent chatter around eBusiness and bots and what Viv means to them. My focus is on Application Development […]
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Measure Emotions In Customer Experiences To Improve Loyalty

Maxie Schmidt March 9, 2016
Do you know how your customers feel about their experiences with your firm? Customers’ emotions can damage — or improve — customers’ perception of the overall experience and your firm’s ability to grow. Customers’ emotions affect whether you’ll lose or keep them, whether they will buy more or less from you, and whether they will […]
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The Top Technology Trends To Watch: 2016 To 2018

Brian Hopkins September 9, 2015
Enterprise architects face more exciting — and greater — challenges as the age of the customer takes off. But technology invention, innovation, and spending are notoriously cyclical. In fact, our first tech trends report in 2009 predicted a boom cycle through 2016. And we have seen this — with social, mobile, cloud, analytics, and big […]
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When Sourcing Enterprise Marketing Capabilities, Start by Understanding Customer Expectations

Michael Barnes July 17, 2015
  To successfully grow in Asia Pacific (AP), you must excel at understanding customers’ needs, wants, and behaviors and have the capabilities necessary to transform this insight into improved customer engagement. But that’s true everywhere. What sets the AP region apart are the continued vast differences between markets. Appreciating these market differences, and the impact […]
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The Data Digest: Emotion Is The Hidden Driver For Consumer Choice

Anjali Lai July 3, 2015
Here in the US, we’re gearing up to celebrate July 4, the day that everyone knows signifies America’s independence. But most people don’t know that the 1776 congress didn’t actually declare American independence on July 4. This date didn’t mark the start or end of the American Revolution. America’s Declaration of Independence wasn't even written, signed, or delivered […]
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The Customer Insights Research Team Is Hiring!

Srividya Sridharan March 19, 2015
Gone are the days when we have to “sell” the idea of using customer and marketing data to drive better business decisions. The sheer scale and diversity of customer data will provide rich new sources of insight and allow firms to effectively engage with customers using enterprise marketing technologies. In fact, customer analytics solutions, one […]
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Synthesis Is “In”

Anjali Lai December 16, 2014
As researchers, we can’t underestimate the power of perspective. When the Eiffel Tower was erected 125 years ago, it became the tallest manmade structure in the world and, more importantly, allowed visitors to look down over Paris for the first time; perhaps it was the first real instance of a “birds-eye view.” At the same […]
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The Data Digest: Knowledge Is In The Eye Of The Beholder

Anjali Lai August 29, 2014
Language is evolving; the written word is giving way to visual vocabulary. Interpersonal communications are shifting from being text-based to image-based, and you don't have to look far for the evidence: We spell using the Emoji alphabet; we comment with photographs; we engage through pictures. Therefore, it’s no surprise that consumer adoption of visual social networks is growing […]
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Future-Proof Your Customer Insights Practice with Adaptive Intelligence

Fatemeh Khatibloo April 18, 2014
We've been talking about Adaptive Intelligence (AI) for a while now. As a refresher, AI is is the real-time, multidirectional sharing of data to derive contextually appropriate, authoritative knowledge that helps maximize business value.   Increasingly in inquiries, workshops, FLB sessions, and advisories, we hear from our customer insights (CI) clients that developing the capabilities […]
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Buyer Insights Are The Rosetta Stone Of Enablement

Forrester February 12, 2014
These days, it's harder and harder to skate ahead of business buyers who are more informed and fickle than ever before. We all experience the same dynamics, our buyers know a lot about our capabilities before we meet, or they have a point of view on where we fit that may or may not be […]
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