Trends Report

Where Are You On The Road To Customer Insights Maturity?

February 23rd, 2016
CL
Cinny Little
With contributors:
Mary Pilecki , Christian Austin , Tyler Thurston

Summary

Gone are the days when customers expect you to just meet their needs. Today, they expect you to anticipate their needs, wherever and whenever they interact with you. Doing that requires customer insights (CI) professionals to continuously grow their ability to turn customer data into insights that drive actions for improving business results. We've created a self-assessment that you can use to gauge the strengths and gaps of your current capabilities. Take the test, share and discuss the results, and decide on and take the next steps to grow your insights maturity. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy; we revised this edition to factor in new criteria and advances in the use of insights for business actions.

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