Predictions Report

Predictions 2020: Customer Insights

Firms Up Their Data And Analytics Game In Pursuit Of Better Customer Understanding

October 30th, 2019
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Jessica Liu, Principal Analyst
Jessica Liu Principal Analyst
Gene Leganza, null
Gene Leganza
Jennifer Belissent, PhD, null
Jennifer Belissent, PhD
Cinny Little, null
Cinny Little
With contributors:
Srividya Sridharan , Jeremy Vale , Matthew Izzi

Summary

Insights-driven firms outperform their peers. And in an age when what customers think — and do — matters more than any other factor, the gold rush to customer insights is on. However, the paths to those insights continue to develop as firms seek more sophisticated approaches. Customer insights pros should read this report for Forrester's views on what new approaches will work and which will fail in 2020.

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