Customer Insights

Customer insights allow businesses to serve customers better, build loyalty, and drive revenue. But digging customer insights out of mountains of data is complicated. Read the latest on this critical competency.

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Insights

Blog

The Majority Of Chinese Social Media Users Are Social Savants

Xiaofeng Wang 6 days ago
Compared to their US counterparts, online adults in China are far more likely to use social media to buy products and interact with brands. Here are three takeaways for marketers.
Blog

Meet The Analyst Covering Data Storytelling, Data Literacy, And Data Leadership: Kim Herrington

Kim Herrington 6 days ago
Tell Us About Yourself I help people seek, solicit, and speak data and information in safe-to-share environments. I can help data, technology, and business leaders influence culture change and ignite insight-driven decision-making at their organizations. I empower those at any point in their development journey to be curious, creative, critical thinkers who are undaunted by […]

Drive Engagement With Your Digital Experiences

A five-step breakdown of how to get customers to embrace new digital experiences.

Blog

What’s Next For Digital Consumer Behaviors?

Sara M. Watson May 12, 2022
Read why you should eschew “new normal” thinking when it comes to consumer behavior. We’re in a deeply unsettled, volatile moment—and change is here to stay.
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A Path To Growth: Key Insights And 2022 Trends For B2B CMOs

Christina Schmitt May 11, 2022
Forrester’s Marketing Survey, 2022, revealed insights that can help B2B marketing leaders strengthen their marketing strategy. CMOs are currently confronted with a challenging environment, rapidly evolving requirements, and the need for change, which impacts organizations’ growth strategy and operating business. Most companies are already in the midst of or have planned an entire transformation process […]
Blog

Five Digital CX And Design Trends Worth Watching In 2022

AJ Joplin May 10, 2022
Forrester’s CX analysts have released “Digital CX And Design Trends, 2022” — here’s a preview.
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Europese consumenten hechten steeds meer waarde aan duurzaamheid

Michelle Beeson May 9, 2022
Post van gastblogger Melissa Chaudet, senior onderzoeksmedewerker. Het is geen geheim dat Europese consumenten zich steeds meer zorgen maken over de impact van hun consumptie op het milieu. Forrester heeft onlangs nieuw onderzoek uitgevoerd om een beeld te krijgen van de verwachtingen en houding van Europese consumenten ten aan zien van duurzaamheid. Dit waren de bevindingen: […]
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Solve Customer Mysteries With Quantitative And Qualitative Investigation

Brandon Purcell April 25, 2022
Most companies fall short of cracking the mystery of their customers because of a siloed approach to customer understanding. Discover how to break through by uniting quantitative and qualitative research methods.

Design Better Chatbots

Here's how to create chatbots that customers will love.

Blog

Four Indicators: Is Your Customer Experience An Afterthought?

AJ Joplin April 7, 2022
It’s 2022, but there are still an alarming number of companies that focus on everything but customer experience. Let’s look at the systemic issues behind this lack of focus.
Blog

Privacy Isn’t Binary: The 2021 US Privacy Segmentation

Stephanie Liu April 1, 2022
Data deprecation is here, forcing marketers to stop hoovering up consumer data for opaque use cases. Consumers’ privacy-protecting behaviors are one of the four forces shaping this new marketing reality, but not every consumer has the same expectations, preferences, or concerns around information sharing. To quote Ted Lasso, “Different people are … different.” Our new […]
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The Insights Beat: Time To Spring Into Action, Clean Up Your Data, And Make It Blossom!

Srividya Sridharan March 24, 2022
As the leaves start to grow again and the weather warms up, what better time than now to do some much-needed spring cleaning of your data and insights practices? In this edition of the Insights Beat, we dive into our Q1 research in data, analytics, and AI that highlights the best approach to get more […]
Blog

European Consumers Drive The Sustainability Demand

Michelle Beeson March 16, 2022
Guest blog post by Melissa Chaudet, senior research associate. It’s no secret that European consumers are increasingly concerned about the environmental impact of their consumption habits. We’ve recently conducted net-new data research to gain a snapshot of European consumers’ environmental expectations and attitudes. We found that they: Actively seek more environmentally friendly options when shopping. […]
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B2B Sellers Must Reevaluate How They Build Trust With Buyers

Ian Bruce March 10, 2022
New Forrester research illustrates how complex B2B buyers' decision-making processes are and the value of building trust with buyers.

CX North America

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Speaking Up For Ukraine: Consumers Want Businesses To Pull Out Of Russia

Mike Proulx March 7, 2022
Forrester continues to cover the increasing collision of brands and politics. We’ve even predicted that, in 2022, 10 big brands will step in where governments fail to act. But the situation in Ukraine is different than other (past or present) issues on which companies have taken action. It’s not caught up in the current culture […]
Blog

Build Your Insights Capabilities To Leapfrog Competition

Boris Evelson February 14, 2022
Insights are critical for delivering the experiences that customers demand. Learn what it takes to become a more insights-driven business.
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Spotify Will Rebound From A Few Bouts With Cancel Culture

Mike Proulx February 1, 2022
Spotify is the latest brand to contend with cancel culture. Over the last few days, the company made marginal concessions to address concerns (and boycotts) about the spread of COVID-19 misinformation on its platform: On Sunday, Spotify published its content moderation rules and is planning to add disclaimers to any podcast episode that discusses COVID-19. […]
Blog

What Peloton Forecasts Got Wrong

Anjali Lai January 21, 2022
Yesterday, Peloton announced that it is temporarily halting production of its connected fitness products in the face of waning consumer demand. The surge of explosive growth in the early days of the COVID-19 pandemic — to the point that product delivery barely kept pace with the influx of purchase orders — established the company as […]
Blog

Make Data Strategy Your New Year’s Resolution

Stephanie Liu January 11, 2022
Start 2022 with renewed marketing opportunity by assessing your data strategy and finding opportunities to round out your understanding of customers and prospects. Last year, we saw third-party cookie deprecation heat up, Apple enact its App Tracking Transparency framework, and growing consumer privacy awareness — for example, 84% of US online adults use at least […]

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Meet Chiara De Gasperin, Forrester’s Newest Digital Intelligence Analyst

Chiara De Gasperin December 27, 2021
Meet Chiara De Gasperin, Forrester’s Newest Digital Intelligence Analyst, if you are interested in digital data insights. Start discovering Chiara's best "job-cocktail" to understand if it tastes good to you too. Have a brainstorming with her if you think your relevant priorities are “Collect And Analyze Data For Customer Insights” and “Enable An Insights-Driven Business”.
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2021 In Review: A Recap Of The Shifts That Every Sales Leader Should Know About

Phil Harrell December 10, 2021
For sales organizations, the past year brought significant change — and accelerated changes already in motion. Here, we recap some of those shifts and help sales leaders put them in perspective.
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Fairness Is In The AI Of The Beholder

Brandon Purcell December 1, 2021
The value of responsible AI is clear. The pathway to it ... not so much. Discover how to operationalize responsible AI.
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