Trends Report

Navigating The Future Of Customer Intelligence

March 28th, 2013
Fatemeh Khatibloo, null
Fatemeh Khatibloo
With contributors:
Emily Collins , Tina Moffett , Srividya Sridharan , Dave Frankland , James McCormick , Robert Brosnan , Wilton Arellano

Summary

Customer intelligence is in the throes of significant change brought about by two primary drivers: 1) the disruption caused by the massive shifts in consumer behavior, and 2) organizations' growing recognition that to succeed in the age of the customer they must put their CI houses in order. As a result, this year CI professionals will face a slew of challenges and opportunities with significant market, technology, and consumer-driven trends that will further impact CI. This report outlines five major trends and topics that Forrester believes will impact CI pros in 2013.

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