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For Customer Insights Professionals

Combine Digital Measurements For Intelligent Engagement

Performance Management: The Digital Intelligence Playbook

November 12, 2018


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This is the Performance Management report in The Digital Intelligence Playbook For 2020.

Why Read This Report

Customer insights (CI) professionals have a wealth of data resources and technology at their disposal to measure digital customer interactions. But many programs still fail to capture a complete set of metrics, leaving you blind to how your customers' perception of your digital experience affects their relationship with you. Read this report to hone your measurement programs and get the holistic view of customer experience (CX) that everyone needs. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy, most recently to reflect our latest research on the business impact and adoption of digital analytic practices.

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Table of Contents

  • Fragmented Measurement Approaches Hobble Digital Intelligence
  • Prioritize With Three Digital Intelligence Measurement Categories
  • Combine Digital Intelligence Metrics To Optimize Customer Experience
  • Recommendations

  • Align Digital Intelligence Metrics With Business Metrics
  • Related Research Documents

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