Predictions Report

Predictions 2022: Customer Insights

November 3rd, 2021

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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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.