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Are you feeling the disconnect? There’s a disconnect between the significant investments firms are making in data, tools, and people for customer insights and the fewer-than-expected actions for improving customer experience that result. Organization matters in helping to close this gap. Though there’s no perfect organizational approach, knowing the upsides and downsides of different org models can help you be more effective.
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This report describes how five companies, each in a different industry, use the insights center of excellence model to deliver high business value from data and insights.
Companies have invested in people and technology, but many customer insights (CI) teams struggle to use data for insights that actually drive measureable business outcomes. This report provides CI pros with an approach to addressing common failure points
Forrester frequently hears this question from customer insights (CI) pros: "Where should CI report into?" In this brief, we show how CI teams are organized today — who they report to and trends in centralized versus decentralized organizations. But report
Digital analytics teams still working in channel silos will fail to help their firms win, serve, and retain customers. This report describes the success factors and ownership models that help customer insights (CI) professionals build a digital intelligen
In this interactive session, you can submit and upvote questions about B2B event management technology and learn more about top vendors evaluated in our upcoming Forrester Wave™ report. We’ll also discuss the market dynamics, disruptors, differentiators among the vendors evaluated, and other findings from our research.Key takeaways:Learn what’s changed in the B2B event management technology marketWhat you should be looking for when selecting a vendorLearn where the market is headingTarget audience level: all levels
Content is core to many essential business processes. This webinar looks at key trends and emerging use cases in the ever-evolving ECM market. We highlight innovation in modern content platforms and share findings from recent research.Key takeaways:Understand key findings from The Forrester Wave™: Content Platforms, Q1 2023.Learn about the key use cases driving the content management market.Understand the role of content in the broader digital workplace stack.Target audience level: intermediate
Consumers connect to the internet on 14.1 different devices, platforms, and channels. The combination of these three elements increases the possibilities logarithmically. While the current landscape is nuanced, the future complexities will be even greater as the types of devices, platforms, and channels expand.Businesses do not have unlimited resources to serve their customers in every possible place, let alone every interface (e.g., direct messaging, voice) where they access internet services.This webinar helps digital business executives use Forrester’s 3D Connected Consumer model to make smart digital experience device, platform, and channel investment decisions.Key takeaways:Use Forrester’s POST methodology to make technology channel decisions.Leverage customer data cuts from Forrester to make smart, data-based decisions.Break free from device-anchored experiences.Own as many moments as you can — and borrow the rest.Target audience level: intermediate
