Brandon Purcell's Research
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For Customer Insights Professionals
REPORT: Turn Data Into Insights With Customer Analytics
Executive Overview: The Customer Analytics Playbook
February 1, 2019Brandon Purcell, Emily Miller
The scale and diversity of customer data provide rich new sources of insight that let firms engage with customers in new ways and enable the digital disruption of entire industries. Today's customer analytics practitioners are no longer data geeks feeding the marketing funnel — they provide insights across the customer life cycle. CI pros can use customer analytics to extend their value and become strategic business partners. Forrester's customer analytics playbook lays out the best practices, strategies, and technologies that make analytics a core customer insights capability. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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For Customer Insights Professionals
REPORT: How Analytics Drives Customer Life-Cycle Management
Vision: The Customer Analytics Playbook
February 1, 2019Brandon Purcell
With the growing importance of customer insights (CI) in organizations, the role of analytics to extract insight and embed it back into organizational processes is at the forefront of business transformation. Yet marketers predominantly enable measurement and analytics infrastructure to serve the needs of customer acquisition, with a limited view of the entire customer life cycle. CI pros should deploy analytical techniques across the customer life cycle to grow existing customer relationships and provide insight into future behavior. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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For CIO Professionals
REPORT: Emerging Technology Spotlight: Computer Vision
Computer Vision Gives Machines The Gift Of Sight
December 10, 2018Brandon Purcell, Kjell Carlsson, Ph.D.
Thanks to massive training data sets, deep neural networks, and graphics processing units (GPUs), computers can now accurately identify objects and features in images and video. CIOs and business technology leaders should read this report to understand how they can leverage computer vision for security, social media monitoring, marketing asset management, manufacturing, and myriad other use cases involving the classification of unstructured image data.
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For Customer Insights Professionals
REPORT: The State Of Customer Analytics 2018
Benchmarks: The Customer Analytics Playbook
December 4, 2018Brandon Purcell, Emily Miller
To assess the state of analytics adoption, including goals, challenges, and analytics sophistication, Forrester and Burtch Works fielded an online survey to 144 North American analytics and measurement pros. In this report, we give customer insights (CI) pros key benchmarks to plan their customer analytics capability. Compared with our 2017 benchmarks, we see firms adopting more predictive analytics techniques for deeper customer understanding. We also uncovered three levels of analytics sophistication — leaders, followers, and laggards — and continue to see increasing analytics maturity.
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For CIO Professionals
REPORT: Predictions 2019: Artificial Intelligence
No Pain, No Gain With Enterprise AI
November 6, 2018 Michele Goetz, Brandon Purcell, Craig Le Clair, Diego Lo Giudice, Mike Gualtieri
Your enterprise AI journey is going to be a rollercoaster. You want immediate rewards from AI but realize the risks. You will overcome your cautious cynicism by overplanning. You'll dive in anyway and dabble. You'll make rookie mistakes. You will think of quitting. But you'll strive on to reap tangible benefits and bragging rights. In the last couple of years, we've seen firms learn to fail fast with AI initiatives, but 2019 will bring a more refined approach to going after the AI opportunity. CIOs: Read the five predictions that will guide your data, talent, automation, governance, and machine learning (ML) decisions.
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