Predictions 2022: Customer Insights

November 3rd, 2021

Brandon Purcell VP, Principal Analyst

Rusty Warner VP, Principal Analyst

Tina Moffett Principal Analyst

Zhi-Ying Barry Principal Analyst

Stephanie Liu Senior Analyst

Dipanjan Chatterjee VP, Principal Analyst

Cinny Little

With contributors:

Srividya Sridharan , Jeremy Vale

Summary

If 2020 proved to companies that customer behavior could change at the drop of a hat, 2021 proved that change is constant, and the new “normal” is continually evolving. With current and future challenges, such as cookie deprecation and the proliferation of opaque AI systems, companies that wish to excel at customer insights will need to invest in new data sources, emerging analytical techniques, and more agile operational models.

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