Vision Report

Illuminate The Customer Experience With Customer Insights

Insights-Driven CX Leaders Collect And Analyze Data For Customer Insights

May 6th, 2021
With contributors:
Srividya Sridharan , Maxie Schmidt-Subramanian , Harley Manning , Cinny Little , TJ Keitt , James McCormick , Kelly Price , Aldila Yunus


To become customer obsessed, a company must understand how its customers behave, what motivates them, and how they feel about their experiences. Today, many companies approach these individual jigsaw pieces in silos yet fail to put the whole puzzle together. Enter the insights-driven CX leader! This new breed of CX leader works with key stakeholders to articulate business goals, find the right data, combine appropriate analytical approaches, derive insights, take effective actions, and measure results. This report explains why it is critical to become an insights-driven CX leader and how to do so.

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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.