Trends Report

Optimize Customer Experience With A Digital Intelligence Business Case

January 3rd, 2020
Cinny Little, null
Cinny Little
James McCormick, null
James McCormick
With contributors:
Jeremy Vale , Gene Leganza , Elizabeth Hoberman , Chandler Hennig , Diane Lynch


Today’s digital analytics practices are advancing the ability to take actions on insights about customers’ digital behavior. Upgrade your digital data and analytics to provide holistic insights into your customers across channels, lines of business, and functions. Challenges in creating a value-based business case will arise across parts of your organization. But you don’t need to start from a blank sheet of paper. Use approaches and success factors that work. This report helps digital business and strategy (DB&S) pros build value-based business cases for investment.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.