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For Customer Insights Professionals

Deliver Superior Customer Experience With Digital Intelligence

March 30, 2016

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This is the Executive Overview report in The Digital Intelligence Playbook For 2016.

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Why Read This Playbook

The backward-looking analysis of aggregated online customer interactions is not enough for firms to maximize the opportunity of digital customer interactions and to compete in the age of the customer. Customer insights (CI) professionals must drive their systems of engagement (SOE) with systems of insight (SOI) to create a digital intelligence capability and outperform growing customer expectations. Forrester's digital intelligence playbook sets the groundwork for the strategy, technologies, and best practices for building a digital intelligence practice. This is an updated report, which takes into account new research embedding digital intelligence within Forrester's systems of insight research.

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