Trends Report

Customer Insights 2020: New Roles, New Skills, And New Tech Boost Customer Understanding

November 22nd, 2019


Customers are still participating in surveys, but they won’t keep this up unless customer experiences improve. Consumer intelligence will become more appealing as marketers chase increasingly elusive insights. Few firms have the chops to set up their own insights systems. Data hunting will become a desirable skill, even though it goes against consumer sentiment. Firms will try to upskill workers for data literacy as insights become more important.

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