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For Customer Insights Professionals

Transform Customer Engagement In These Disruptive Times With A Digital Intelligence Vision

Vision: The Digital Intelligence Playbook

January 13, 2021

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This is the Vision report in The Digital Intelligence Playbook For 2021.

Why Read This Report

The opportunity to engage customers digitally has never been greater — but so is the cost of failing to meet their expectations. Many digital analytics practices are siloed, tactical, and fixated on channel-obsessed dashboard reporting that isn't actionable. This report describes Forrester's vision of digital intelligence: a modern approach to analytics that customer insights (CI) pros can use to combine engagement insights from existing, new, and emerging digital touchpoints to enable timely, customer-obsessed decision-making and digital transformation. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

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Table of Contents

  • COVID-19 Demands A Modernized Digital Intelligence Practice
  • The Digital Intelligence Vision Enables Customer Obsession
  • What It Means

  • Modern Digital Intelligence Disrupts The Digital Analytics Market
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