Customer Insights & Analytics

Data as oil is an apt analogy; oil deposits sit across multiple sites, and companies work hard to create efficient and effective refinery and delivery models to convert data to fuel.

For many companies, powerful and consistent insights are the elusive invaluable. Data are dispersed across diverse systems and strewn across operational (and political) silos. Well-meaning and well-designed dashboards thrive across the enterprise giving multiple views of the truth with measures that matter and some that clutter. Firms struggle with bringing in objective, complete, and sometimes sobering, customer insights and voices to challenge strategy and operating norms.

Forrester helps customer insights and analytics professionals convert data potential to kinetic energy with expert guidance on building systems of insights — everything from data governance to decisioning.

Insights for Customer Insights & Analytics Professionals


Goodbye Smart, Hello Insights-Driven: Insights-Driven Cities Deliver Effective Governance

The insights-driven city is becoming a reality. Cities can use their data to improve operational efficiency and boost constituent satisfaction.
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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.
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Breakthrough Or Bust: Understand And Master Consumer Energy

Discover the underlying forces that compel consumers toward or away from a brand experience

Findings From The US CX Index™ 2019

Read key insights about the state of US customer experience.

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