Summary
Despite investment in data, technology, and people, firms aren’t turning enough insights into actions with business outcomes. An insights center of excellence (CoE) will help customer insights (CI) pros make progress. But hype about CoEs confuses many. An insights CoE isn’t a specific org chart. Many different approaches can work. But all successful CoEs use a portfolio of skills, process, and culture enablers to complement data and technologies. This Q&A report answers seven common questions and presents the key success factors for insights CoEs.
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