Forrester

For Customer Insights Professionals

Blog:The State of Cross-Channel Attribution

As you may have read, I've just published a report entitled "Untangling the Attribution Web" (subscription required). In the course of researching that report, it became clear...

For Customer Insights Professionals

Blog:Yahoo's Potential Suitors Are A Motley Crew

My Customer Intelligence colleagues and I, like many others, can't help but wonder how Carol Bartz's departure from Yahoo! is going to play out for the digital behemoth. Shar...

For Customer Insights Professionals

Report:The Evolution Of The Customer Engagement Agency

As the demand for customer intelligence (CI) from business stakeholders grows and more organizations increase their CI maturity, organizations' marketing agency needs have also changed. A few...

• Downloads: 504
• Rating:

For Customer Insights Professionals

Blog:CI FAIL: The Valentine's Day Edition

Despite being something of a romantic, I don't really go in much for the so-called "Hallmark Holidays." In fact, this XKCD comic sums up my feelings rather perfectly: Still, I'm very aware...

For Customer Insights Professionals

Report:Building Data Stewardship Is A New Customer Intelligence Imperative

Organization: The Personal Identity Management Playbook

In anticipation of the increasing adoption of personal identity management (PIDM) tools and services, customer intelligence (CI) leaders will be held increasingly accountable for their organizations'...

• Downloads: 192
• Rating:

For Customer Insights Professionals

Blog:Dear Marketer: The Oval Office Called. It Wants Its Privacy Back.

 Yesterday, the White House released a long-awaited set of recommendations that are focused on helping individuals take greater control of how their data is collected and used for online...

For Customer Insights Professionals

Blog:Google Data Integration: Could It Drive PIDM Adoption?

Yesterday, Google announced that, effective March 1, it would be creating a single view of users across the majority of its products and services and creating a single, simplified, global privacy...

For Customer Insights Professionals

Report:Personal Identity Management Success Starts With Customer Understanding

With the increase in high-profile data breaches and the recent Federal Trade Commission (FTC) settlements that hold Facebook, Google, and Twitter accountable to strict privacy audit guidelines,...

• Downloads: 355
• Rating:

For Marketing Leadership Professionals

Report:Introducing Adaptive Intelligence

Why Firms Need To Share Data To Become Customer-Obsessed

Enterprises seeking to better understand their customers, market, and competitive landscape can't afford to limit their insights to only what they already know — the data they generate...

• Downloads: 143

For Customer Insights Professionals

Report:Untangling The Attribution Web

Using Cross-Channel Attribution To Understand Marketing Effectiveness

In an environment where media fragmentation is the status quo, traditional one-to-one, last-touch methods of allocating demand to marketing efforts are outdated and lead to a suboptimal marketing...

• Downloads: 724

For Customer Insights Professionals

Report:Should Your Firm Work With A Customer Engagement Agency?

How To Decide Whether And When To Hire A CEA

Customer intelligence (CI) professionals play an important role in a firm's evolution in the age of the customer — with many gaining C-suite visibility and achieving more-strategic positioning...

• Downloads: 152

For Customer Insights Professionals

Report:The Cross-Channel Attribution Blueprint

A Readiness Framework For Successful Implementation

Customer Intelligence (CI) professionals are increasingly tasked with assessing marketing effectiveness across all channels within the organization. But without access to next-generation attribution...

• Downloads: 778

For Customer Insights Professionals

Report:The Forrester Wave™: Customer Engagement Agencies, Q4 2012

How 13 Vendors Stack Up In An Emerging Market

In Forrester's 19-criteria evaluation of emerging customer engagement agencies (CEAs), we found that only OgilvyOne Worldwide has made a significant-enough shift in this segment of its business to be...

• Downloads: 483
• Comments: 2
• Rating:

For Customer Insights Professionals

Tool:Customer Engagement Agency Readiness Self-Test

For Customer Insights Professionals

Blog:Are You Ready For A World Of Consumer-Managed Data?

It has been a few years since Forrester delved deeply into the issues surrounding consumer privacy, and in that time, an awful lot has changed: Facebook Connect, Google ID, Yahoo Identity, and Sign...

For Customer Insights Professionals

Blog:Are You a Data Hoarder? We’re Betting So.

As an analyst on Forrester's Customer Insight's team, I spend a lot of time counseling clients on best-practice customer data usage strategies. And if there's one thing I've learned,...

For Customer Insights Professionals

Blog:Data Stewardship: It Can Make or Break Your Customer's Trust

You've heard me go on and on about the importance of personal identity management (PIDM), and the principles you'll need to adopt to thrive in a PIDM-enabled ecosystem, for a year...

For Customer Insights Professionals

Blog:A New Wave On The Horizon: Customer Engagement Agencies

We've spent a lot of time in the past year looking at how the customer intelligence services landscape is changing. For one thing, it's a heck of a lot more chaotic: everyone from...

For Customer Insights Professionals

Report:Making Sense Of A Chaotic CI Services Landscape

What CI Professionals Need To Know When Evaluating Their Needs And Vendors

As Customer Intelligence (CI) becomes the nerve center of the organization, the number of vendors touting CI services as part of their offerings is growing. Vendors, from database marketing service...

• Downloads: 411

For Customer Insights Professionals

Report:Personal Identity Management

Preparing For A World Of Consumer-Managed Data

Consumers are leaving an exponentially growing digital footprint across channels and media, and they are awakening to the fact that marketers use this data for financial gain. This, combined with...

• Downloads: 708

For Customer Insights Professionals

Report:To Insource Or To Outsource: Understanding The Customer Intelligence Decision Process

As customer databases grow in functionality and organizational influence, Customer Intelligence (CI) professionals must choose between insourcing and outsourcing strategies to best facilitate their...

• Downloads: 335

For Customer Insights Professionals

Blog:Personal Data & Privacy – Big In Austin, Big In LA

It’s been a week since I got back from SxSW in Austin, and I still can’t believe how absolutely MASSIVE the coverage of privacy, personal data, and identity issues was at the conference....

For Customer Insights Professionals

Blog:Wells Fargo's Statement Snafu, Or Why PIDM Isn't Just About Digital

This week, some Wells Fargo customers in South Carolina and Florida got a nasty surprise. Turns out, a "malfunctioning printer" printed multiple customers' account information (including...

For Customer Insights Professionals

Blog:Just Published: Forrester's Inaugural Customer Engagement Agency Wave

When we set out to evaluate the new breed of firm that we call "customer engagement agencies," we sent our initial screener to an incredibly long list of firms -- over sixty, in fact! -- ranging from...

For Customer Insights Professionals

Report:Five Foundational Requirements For Retail Customer Intelligence

In the age of the customer, the old rules and standards of database marketing will be the downfall of traditional retailers. While financial services, travel, and a handful of cutting-edge merchants...

• Downloads: 546