Trends Report

Optimize Customer Experience With A Digital Intelligence Roadmap

Roadmap: The Digital Intelligence Playbook

October 27th, 2020
Cinny Little, null
Cinny Little
James McCormick, null
James McCormick
With contributors:
Jeremy Vale , Gene Leganza , Elizabeth Hoberman , Meredith Cain


Tracking and understanding the interactions with your customers as they digitally engage across channels is hard enough. Using that understanding to take actions that optimize their experiences across multiple digital channels is even harder — but it’s the critical next step for digital analytics today. In this report, Forrester has devised a strategic roadmap to help customer insights (CI) pros accelerate their digital intelligence journey.

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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.