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

Leave No One Behind This Holiday Season: Use Inclusive Language

Gina Bhawalkar November 11, 2021
Is your site ready to welcome all customers this holiday season? Follow these best practices to apply inclusive language in your customer experience.
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Blog

Predictions 2022: Customer Insights Pros Must Act Decisively, Or They’ll Get Lost In The Fog

Brandon Purcell November 3, 2021
A subset of bold, creative, and collaborative customer insights pros will be up to the task at hand in the coming year – their jobs is all the more important as they must now react to and anticipate vacillating consumer behavior.
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Predictions 2022 Live

Chart a bold path to success in 2022. Hear our predictions for the year ahead.

Blog

Predictions 2022: Weary Consumers Seek Immediate Happiness And Comfort

Anjali Lai October 27, 2021
In 2022, consumers will continue testing new ways to fulfill their needs with an eye towards long-tail pandemic disruption. In the process, their new behaviors will create new economies.
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Blog

US Consumer Pandemic Recovery Outlook, August 2021: Ongoing Uncertainties Caution Consumers

Anjali Lai October 14, 2021
In the wake of chronic caution fatigue, US consumers are looking to their most trusted brands to provide a sense of stability and reliability.
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Blog

Creative Consumers Demand Your Creative Response

Anjali Lai October 11, 2021
More consumers are open to trying new brands, products, and experiences. Learn the three key implications of this trend in this post.
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Blog

The Insights Beat: Time To Reeducate Your Organization On Data

Srividya Sridharan September 12, 2021
(coauthored with Research Associate Fayzan Sabri) The end of summer and beginning of fall is an exciting, yet tumultuous time for both parents and kids alike. Summer camps have ended, vacation time is over, and children have returned to school. Employees and firms heave a heavy sigh to acclimatize to an evolving hybrid work life. […]
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Blog

Double Down On People Skills In Data Analytics Work

Cinny Little September 9, 2021
Most companies’ focus on data and technology capabilities is not balanced with focus on people and process. Learn why people skills matter in data insights.
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European Predictions 2022

Visit our resource hub to discover the key trends impacting European businesses in 2022.

Blog

CX: How Indian Brands Performed In 2021

Amit Bhatia September 2, 2021
Ever watched “50 First Dates“? It’s the one where Adam Sandler woos Drew Barrymore, but there’s a catch: Each date is a “first date” because she can’t remember anything from their previous encounters — all thanks to her short-term memory loss. So, he’s forced to impress her all over again, every single day. A version […]
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Podcast

Solve Customer Mysteries By Uniting Quant & Qual

What It Means September 2, 2021
Quantitative data science and qualitative design research deliver richer, more accurate customer insights by working together. VP and Principal Analyst Brandon Purcell joins What It Means to discuss how blending these two types of research can solve customer mysteries.
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Blog

Make The Uncertain Certain: Join Us At Our Data Strategy & Insights Event

Srividya Sridharan September 1, 2021
Join us November 18–19, 2021, to learn best practices for producing connected, clear data insights that drive business outcomes. Discover what attendees will get at this year's Data Strategy & Insights.
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Blog

Choose Your Loyalty Service Provider Based On Three Capabilities

Mary Pilecki August 25, 2021
Globally, we’re seeing a proliferation of brands that are investing in loyalty — whether for the first time or to revamp their existing strategy and programs. In fact, 83% of the brands we surveyed for our new Forrester Wave™ evaluation on loyalty service providers are increasing their investment in loyalty by 5% or more this […]
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Blog

ACI ASQ Surveys + FeedbackNow = A Quest To Improve Real-Time Customer Experience

Steven Peltzman July 21, 2021
Collecting solicited feedback at the exact time passengers live the experience is the only way to truly assess the quality of that experience as it moves through all touchpoints of their journey. ACI and FeedbackNow are committed to enabling this so CX leaders can improve the passenger experience.
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See the future and gain a competitive advantage for 2022

Discover 12 trends our research reveals will matter most next year. Download our Predictions 2022 Guide.

Blog

Post-Pandemic In-Store Shopping: Consumers Reconsider The Value Of The Store

Anjali Lai July 15, 2021
Now that consumers have experienced the convenience of online purchasing, shoppers are rethinking the purpose of the in-store experience.
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Blog

Emotionally Charged Consumers Are Ready For New Experiences

Anjali Lai July 1, 2021
A reemerging sense of community has rekindled consumers' enthusiasm. Brands should match that enthusiasm to maintain strong momentum.
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Blog

US Consumer Pandemic Recovery Outlook, June 2021: Health And Financial Fears Linger

Anjali Lai June 30, 2021
Sixteen months after the World Health Organization declared COVID-19 a global pandemic and more than a year after the US reached the highest number of confirmed COVID-19 cases and deaths globally, consumers are grappling with a mix of conflicting emotions. With the Centers for Disease Control and Prevention’s relaxation of restrictions, the biggest vaccine campaign […]
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Blog

Post-Pandemic Travel: Consumers Seek Variety And Adventure Within Safe Circles

Anjali Lai June 30, 2021
Our data over the course of 2020 revealed the internal consumer tension between desire and fear. On the one hand, consumers expressed an ongoing appetite for adventure and variety of experience. On the other, closed borders, stay-at-home mandates, and pervasive consumer fears brought the travel industry to a grinding halt. Now that pandemic restrictions have […]
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Blog

Post-Pandemic Media Consumption: Online Streaming Accelerates A New Content Experience

Anjali Lai June 21, 2021
When the COVID-19 pandemic triggered stay-at-home orders and canceled social plans, consumers turned to online media streaming to fill the void. TV/video streaming services touted exclusive content and low prices to lure viewers, and by June 2020, 48% of US online adults had subscribed to at least one streaming service. Our multimodal consumer analysis shows […]
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Blog

Win The Trust Of Your LGBTQ+ Millennial Targets

Mike Proulx June 7, 2021
Brands, you’ve got work to do with LGBTQ+ Millennials who, as it turns out, have trust issues with you. The data is hot off the presses from Forrester Analytics Consumer Technographics® Benchmark Survey, 2021 — a survey of close to 200,000 global online adults. Given that it’s Pride Month, I was extra eager to compare […]
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Blog

It’s Time To Get Serious About CX Data And Technology

James McCormick May 17, 2021
CX pros can realize the full benefits of customer data by building a comprehensive CX technology portfolio that weaves in partner tech. Learn more.
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Blog

Prioritise Your Customers’ Mental Well-Being To Spur Pandemic Recovery

Michelle Beeson May 10, 2021
It’s impossible not to see how consumers have felt the pressure of the 2020 pandemic. People have faced job losses, extended furlough, or enforced remote work while also managing homeschooling and the social (and psychological) impact of lockdown. Then there were those on the front lines: key workers struggling to do their jobs while COVID-19 […]
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