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Customer Insights Professionals

Customer Insights Professionals capture, manage, analyze, and apply customer knowledge to help your business win, serve, and retain customers.

To succeed, you must capture customer data from all sources and manage it across customer-facing systems and functions as well as analyze it to obtain actionable insights and apply it to the business.

Who this role is for:

VP of Customer Insights
VP of Business Analytics
VP of Customer Analytics
VP of Relationship Marketing
VP of Customer Intelligence

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Vice President and Group Director Carl Doty (00:47)

Challenges Facing Today’s Customer Insights Professionals

Apply customer knowledge to enable experience improvements:

Scale And Optimize Customer Engagements With Digital Intelligence

Exploit disruptive technologies to gain deeper insights:

The Digital Intelligence Playbook For 2015

Monitor and optimize interactions across all touchpoints:

The Forrester Wave™: Cross-Channel Attribution Providers, Q4 2014

Use big data to design and deliver quality experiences:

Evolve Your Customer Analytics Capability

The Customer Analytics Playbook For 2015

Customer Insights Blog

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Latest Research For This Role

Report: Case Study: Win Customers With Mobile Analytics

Lark Automates, Scales, And Evolves Coaching Through Artificial Intelligence — A Story Told Through Forrester's IDEA Framework

May 22, 2015 | James McCormick

Mobile may save your life no, really! Mobile has changed consumer expectations and given enterprises the ability to engage with their customers anytime, anywhere, and in a contextually relevant way....

Report: Brief: Three Reasons To Consider Alternatives For Cross-Channel Campaign Management

Many Vendors Offer Compelling CCCM Options

May 14, 2015 | Rusty Warner

The cross-channel campaign management (CCCM) market is diverse and continues to attract innovation and specialization. "The Forrester Wave: Cross-Channel Campaign Management, Q3 2014" features an...

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Analysts Serving This Role

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Upcoming Events For This Role

Forum: Forrester's Forum For Customer Experience Professionals

June 16, 2015 - June 17, 2015

Webinar: Understanding Return On Marketing Investment

May 27, 2015

Forum: Forrester's Summit For Marketing Leaders

September 15, 2015

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