Search Results

• Report Come Together (Right Now) To Deliver The Next Best Experience

  Vision: The Customer Analytics Playbook

  February 12, 2021 | Brandon Purcell

  We're living in the age of the customer, so it's understandable that many companies are striving — and claiming — to be customer obsessed. Yet many still fall short of creating superior customer...

• Report AI 2.0: Upgrade Your Enterprise With Five Next-Generation AI Advances

  Advanced Level: Technology Practices For Insights-Driven Businesses

  February 9, 2021 | Kjell Carlsson, PhD, Brandon Purcell, Mike Gualtieri

  Just when you thought you knew what AI could and couldn't do, it quietly gets a radical upgrade. Five key advances redefine AI use cases and break the chains that have shackled enterprise AI...

• Report Research Overview: Customer Analytics Technologies And Services

  Tools And Technology: The Customer Analytics Playbook

  September 30, 2020 | Brandon Purcell

  Customer analytics is the engine of a customer-centric, insights-driven business. To derive meaningful insights from data and take effective actions, customer insights (CI) leaders partner with...

• Report Gauge Your Customer Analytics Maturity

  Assessment: The Customer Analytics Playbook

  September 14, 2020 | Brandon Purcell

  Customer analytics powers customer obsession by helping insights-driven businesses understand their customers and drive growth. While advanced statistical techniques form the backbone of customer...

• Report AI Aspirants: Caveat Emptor

  Tackle Third-Party Risk Head-On And Improve AI Accountability

  August 12, 2020 | Brandon Purcell

  A lack of accountability in AI can result in regulatory fines, brand damage, and lost customers. This report advises business insights pros on how to improve their companies' AI accountability by...

• Report Now Tech: Customer Analytics Technologies, Q1 2020

  Forrester's Overview Of 33 Customer Analytics Providers

  March 25, 2020 | Brandon Purcell

  You can use customer analytics technologies to increase customer lifetime value (CLV), drive loyalty, and improve the customer experience (CX). But to realize these benefits, you'll first have to...

• Report Organizational Intangibles Will Make Or Break Your Data And Analytics Practice

  Vision: The Insights-Driven Business Playbook

  February 28, 2020 | Brandon Purcell, Srividya Sridharan, Gene Leganza

  Wondering why your insights-driven transformation is not taking off despite the right investments in technology? You're not focusing enough on the intangibles that drive this transformation...

• Report The Impact Of Emerging Technology On Digital Experiences

  How More Than 50 Emerging Technologies Will Impact Data And Experiences For Consumers

  February 24, 2020 | Julie Ask, Kjell Carlsson, PhD, Jeffrey Hammond

  Forrester interviewed more than 150 companies across industries and technology categories to understand how more than 50 technologies will evolve over the next five to 10 years and assess their...

• Report Pick A Powerful Pilot To Propagate Customer Analytics

  Business Case: The Customer Analytics Playbook

  February 5, 2020 | Brandon Purcell, Emily Miller

  While most companies understand the importance of transforming data into insights, many struggle to get their customer analytics practice off the ground. They're missing out on a huge opportunity....

• Report Advance Your Customer Analytics Maturity

  Roadmap: The Customer Analytics Playbook

  February 4, 2020 | Brandon Purcell, Emily Miller

  Customer insights (CI) pros looking to stand up or advance their enterprise customer analytics functions face many challenges. Disparate data, a lack of stakeholder support for analytics, and...

• Report The Best Of Times And The Worst Of Times For Segmentation

  Overthrow Traditional Customer Segmentation In The Personalization Revolution

  December 10, 2019 | Brandon Purcell

  Customer segmentation has long been a cornerstone of marketing campaigns, giving enterprises a way to partition their customer bases and plan interactions with them. However, in light of growing...

• Report The State Of Customer Analytics 2019

  Landscape: The Customer Analytics Playbook

  November 5, 2019 | Brandon Purcell, Emily Miller

  In this report, we give customer insights (CI) pros key benchmarks to plan their customer analytics capability. Compared with our 2018 benchmarks, we see firms adopting more analytical techniques...

• Report Make Customer Lifetime Value Your Polaris For Long-Term Growth

  This Customer-Obsessed Metric Brightens The Path To Profitability

  September 26, 2019 | Brandon Purcell, Allison Snow

  Customer lifetime value (CLV) — isn't new, but it's gaining traction as customer insights (CI) professionals seek to maximize efficiency, demonstrate economic value, and leverage advances in data...

• Report How To Calculate Customer Lifetime Value For Your Business

  Choose Your Own CLV Adventure From Four Different Approaches

  September 26, 2019 | Brandon Purcell, Allison Snow

  Customer lifetime value (CLV) is a crucial metric for companies because it allows them to predict the future profitability of their customers, yet firms struggle to calculate it. This report...

• Report Evolve Retail Metrics To Measure Omnichannel Performance Effectively

  Use Metrics That Spark Action And Shine A Light On Long-Term Business Health

  September 16, 2019 | Michelle Beeson, Brandon Purcell

  Metrics are a crucial guide for the entire organization about your company's omnichannel progress and what it means to your customer. Most retailer performance dashboards include touchpoint-focused...

• Report The Forrester Wave™: Customer Analytics Service Providers, Q2 2019

  The 12 Providers That Matter Most And How They Stack Up

  May 30, 2019 | Brandon Purcell

  In our 33-criterion evaluation of customer analytics service providers, we identified the 12 most significant ones — Allant Group, Clarity Insights, CSS Corp, EXL Service, Fractal Analytics,...

• Report The Forrester Tech Tide™: AI, Automation, And Robotics For Customers And Employees, Q2 2019

  18 Technologies Underpin Customer And Employee Engagement

  May 16, 2019 | J. P. Gownder, Brandon Purcell

  Customers want better experiences, and employees want to feel more empowered in their jobs. There are very few technologies that can play a significant role in both customer and employee engagement...

• Report Score Big With Fanalytics

  How Advanced Customer Analytics Drives Better Fan Engagement In Sports

  April 26, 2019 | Brandon Purcell, Emily Miller

  Like in many other industries, harnessing data and technology in the pro sports world is now an imperative. Sports industry pros use technologies like AI and machine learning for customer analytics...

• Report The Future Of Machine Learning Is Unstoppable

  April 25, 2019 | Mike Gualtieri, Brandon Purcell, Kjell Carlsson, PhD

  Machine learning (ML) is the fundamental building block of artificial intelligence (AI). It can make predictions. It can make decisions. It can recognize patterns. It scales enterprise "smarts" by...