Vision Report

Transform Customer Engagement In These Disruptive Times With A Digital Intelligence Vision

Vision: The Digital Intelligence Playbook

January 13th, 2021
James McCormick
With contributors:
Gene Leganza , Brandon Shaik


The opportunity to engage customers digitally has never been greater — but so is the cost of failing to meet their expectations. Many digital analytics practices are siloed, tactical, and fixated on channel-obsessed dashboard reporting that isn’t actionable. This report describes Forrester’s vision of digital intelligence: a modern approach to analytics that can be used to combine engagement insights from digital touchpoints to enable timely, customer-obsessed decision-making and digital transformation.

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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.