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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

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: How To Design And Build A Great Consumer Data Privacy Organization

Organization: The Customer Trust And Privacy Playbook

February 2, 2016 | Fatemeh Khatibloo

How companies handle and protect consumer data privacy is much more than a compliance issue. As privacy becomes a competitive differentiator, firms will have to develop a cohesive privacy strategy...

Report: Drive Intelligent Customer Interactions With Spatial Analytics

February 2, 2016 | James McCormick

The opportunity for spatial analysis of your customers' location has shifted up a gear from the niche and static use cases of the past. Firms now have access to unprecedented levels of customer...

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Analysts Serving This Role

  • Gina Fleming

    Gina Fleming

    Marketing Measurement, Technology Product Strategies...

  • Reineke Reitsma

    Reineke Reitsma

    Technology Product Strategies, Market Research...

  • Susan Wu

    Susan Wu

    Telecommunications Services...

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Upcoming Events For This Role

Webinar: Use Forrester's 10-Step Methodology For Shortlisting BI Vendors

February 24, 2016

Webinar: Customer Loyalty Solutions: Evaluating The Vendors That Matter Most

March 9, 2016

Webinar: Beyond Surveys: Upgrade Your Customer Experience Measurement Program

March 17, 2016

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