Business Case Report

The Digital-Plus-CI Alliance Drives Tangible Business Benefits

Infuse More Customer Insights Into Digital Business Cases To Demonstrate Impact

August 9th, 2022
With contributors:
Aaron Katz , Maxie Schmidt-Subramanian , Judy Weader , Gabrielle Raymond , Evan Megan , Jen Barton


Digital business leaders and customer insights (CI) leaders must align more than they have in the past on customer experiences that matter most to business outcomes. This alignment can demonstrate to business or operations stakeholders that connecting the right data and insights to CX efforts will deliver one of three business benefits: increase revenue, decrease cost, or contain risk. Use this report and its examples to craft a measurable and meaningful business case you can sell internally that also shows how CI adds incremental value.

Want to read the full report?

This report is available for individual purchase ($1495).

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.