Forrester

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: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: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...

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For Customer Insights Professionals

Client Inquiry:Best-In-Class Highly Personalized Multichannel Communications Programs

What are some great examples of automated, highly personalized, multichannel communications programs? My company has a few programs in pilot mode, but it seems that this concept of highly automated,...

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...

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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

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,...

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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...

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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'...

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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...

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For Customer Insights Professionals

Tool:Customer Engagement Agency Readiness Self-Test

For Customer Insights Professionals

Report:Retailers: Differentiate With Customer Intelligence

Why Retailers Must Invest In Maturing Their CI Capabilities

Multichannel retailers, who often have a direct-marketing provenance, have marts and warehouses full of customer data. But very few of them are turning that data into Customer Intelligence (CI) the...

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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

Tool:Retail Customer Intelligence Maturity Self-Test

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:Google One-Day Shipping + Google Wallet = PIDM, Phase I?

By now, you’ve likely read a whole host of stories about Google’s reported play at competing with Amazon’s Prime "one-day shipping" program. The crux of it? The internet giant is...

For Customer Insights Professionals

Report:The Attribution Readiness Self-Test

Customer Intelligence (CI) professionals should constantly evaluate their need for next-generation marketing measurement processes, including cross-channel attribution. Successfully implementing...

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For Customer Insights Professionals

Tool:Attribution Readiness Self-Test: Data Assets

For Customer Insights Professionals

Tool:Customer Engagement Agency Readiness Self-Test

For Customer Insights Professionals

Report:Customer Intelligence Trends To Watch In 2011

CI Professionals Are Fighting Wars On Multiple Fronts In Order To Evolve

As Customer Intelligence (CI) matures, CI professionals must adapt how they capture, integrate and manage, analyze, and apply knowledge about their customers. As we look ahead to 2011, we expect CI...

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For Customer Insights Professionals

Report:Navigating The Future Of Customer Intelligence

Customer intelligence is in the throes of significant change brought about by two primary drivers: 1) the disruption caused by the massive shifts in consumer behavior, and 2) organizations' growing...

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For Customer Insights Professionals

Client Inquiry:"Customer Intelligence" Versus "Direct Marketing"

We are curious about any statistics that show the adoption of the term "Customer Intelligence (CI)" as compared with the term "direct marketing (DM)." How is the rebranding using this term doing? Are...

For Customer Insights Professionals

Blog:A New Pair Of Eyes On CI Services

  Dave Frankland is an analyst’s analyst: a critical and perceptive forward-thinker with an encyclopedic knowledge of customer intelligence services and strategy. So it shouldn’t...

For Customer Insights Professionals

Report:US Database Marketing Service Providers: Alternatives To Consider

The database marketing service provider (MSP) market continues to evolve, with a variety of entrants competing for space. Forrester's recent evaluation, "The Forrester Wave™: US Database...

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