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The Digital Intelligence Playbook For 2019

Digital Intelligence Transforms Analytics Into Action

Insights-driven businesses have an edge on the rest of us: Their digital intelligence (DI) practices synchronize digital analytics with digital interactions to continuously deliver optimized...

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  • Report Retailers Are Starting To Reap The Rewards Of Omnichannel Commerce

    Landscape: The Omnichannel Commerce Playbook
    April 29, 2019 | Michelle Beeson

    Because customer expectations are so high, digital business professionals are investing heavily in customer-facing and back-end technology to deliver great experiences. This report analyzes...

  • Report How To Build An Effective Customer Success Planning Framework

    A Guide To Creating A Plan To Ensure Positive B2B Customer Experiences
    April 22, 2019 | TJ Keitt

    Customer success management (CSM) ensures that a business and its clients both get value from their relationship. It does this by guiding clients down a path to reach their desired business...

  • Report Reimagine The Product Innovation Cycle For Connected Products

    Product Companies Need Customer Experience Help To Create Connected Experiences Using The Internet Of Things
    February 26, 2019 | Frank E. Gillett

    For physical goods, the traditional product development process is no longer sufficient. Customers now expect their physical product experiences to be personalized and constantly improving. CIOs...

  • Report How Analytics Drives Customer Life-Cycle Management

    February 1, 2019 | Brandon Purcell

    With the growing importance of customer insights (CI) in organizations, the role of analytics to extract insight and embed it back into organizational processes is at the forefront of business...

  • Report Case Study: FactCool And Zizzi Leverage Martech Investments To Drive Digital Transformation

    January 15, 2019 | Rusty Warner, Arleen Chien

    This case study for B2C marketers examines how an online fashion retailer and a casual dining restaurant chain are using their enterprise marketing technology (EMT) investments to lead their firm's...

  • Report The CIO's Guide To Lead-To-Revenue Management

    Examining The CMO's World Through A CIO's Lens
    January 14, 2019 | Leslie Joseph, Lori Wizdo

    Marketing teams today make ever greater demands on their firm's technology strategy and budgets. In response, today's CIOs must forge a close strategic partnership with their CMOs. To do so, they...

  • Report Marketers' Options Improve As Social Marketing Technologies Converge

    Tools And Technology: The Social Marketing Playbook
    January 11, 2019 | Jessica Liu, Melissa Parrish

    B2C marketers struggle with today's web of social media marketing technologies. The complexity of options, along with use cases that don't always line up to technology capabilities, adds to the...

  • Report How To Build The Right Portfolio Of Customer Success Services

    Customer Success Management Requires More Than Just A Handful Of Dedicated Success Managers
    January 4, 2019 | TJ Keitt

    Customer success management (CSM) keeps clients of B2B businesses on the path to renewal. Customer success managers are the clients' guides in this process, but they are merely one component in the...

  • Report Take L2RM To The Next Level With A Pivot — From The Funnel To Your Customer

    Vision: The Lead-To-Revenue Marketing Playbook
    December 18, 2018 | Lori Wizdo

    Savvy marketers are re-engineering their lead-to-revenue (L2R) process to transform marketing from a top-notch supplier of leads for the load-bearing sales channel to the architect of customer...

  • Report Real-Time Is The Next Evolution In CX Success

    Build Real-Time Capabilities That Allow Your Business To Move At The Customer's Speed
    December 17, 2018 | Bobby Cameron

    Companies striving to be customer-obsessed are running into customer experience (CX) roadblocks. Customer Experience Index (CX Index™) scores are not improving; instead, Forrester finds them to be...

  • Report Demystifying The Language Of CX And UX

    Essential Definitions For Your Execs To Avoid Making Misguided Strategic Decisions About CX And UX
    October 2, 2018 | David Truog

    CX and UX pros can't go it alone — you need your colleagues to be onboard, to deliver the right experiences to your customers. The foundation for this is a shared understanding of what you're...

  • Report Building Your Digital Business Case: The ROI Of Track And Trace Solutions

    Recognize The ROI Of Track And Trace Solutions To Help Build Other IoT-Based Business Cases
    August 9, 2018 | Dan Bieler

    Building the business case for your digital investment is hard. So drill into the specifics of any given process you intend to digitize. This report is part of a series of digital business case...

  • Report The SaaS Customer Success Life Cycle

    Continuous Improvement: The SaaS Transformation Playbook
    July 13, 2018 | Liz Herbert

    Software-as-a-service (SaaS) is more than just a software deployment model; it's a business model that ties vendors' success to your own. To drive upsell and renewals and achieve profitability,...

  • Report Enhance Your Brand's Customer Experience With Ratings And Reviews

    March 1, 2018 | Erna Alfred Liousas

    Consumer reliance on ratings and reviews during the purchase process remains strong. But marketers must play a larger role in the rating and review process to foster brand and customer value....

  • Report Building The Business Case For Your Digital Investments

    The Business Case Report In The Digital Business Playbook
    February 26, 2018 | Dan Bieler

    You can only improve what you can measure. Hence, businesses must be able to calculate the ROI of digital investments to justify that spending. However, calculating the precise ROI for digital...

  • Report Seven Steps To Kick Off A Customer-Obsessed Insights Program

    Beginner Level: Insights Practices For Marketing Innovation
    February 22, 2018 | Allison Snow

    There's only one way to win in the age of the customer, and that's by being customer obsessed. To successfully pivot from product, growth, shareholder, and other obsessions, firms need to become...

  • Report Assess Your Digital Insurance Capabilities

    Assessment: The Digital Insurance Strategy Playbook
    February 16, 2018 | Oliwia Berdak

    Insurers' digital capabilities are patchy. Agent-based firms have focused on digital advertising to raise brand awareness, while direct firms have prioritized lead generation and conversion. But to...

  • Report 2017 Indian Bank Digital Sales Functionality Benchmark

    ICICI Bank Leads The Pack, Just Ahead Of Axis Bank
    January 30, 2018 | Ashutosh Sharma, Arnav Gupta

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of five large retail banks in India. ICICI Bank leads the pack with a score of 55 out of 100, just...

  • Report Hitting The Restart Button On Social Media

    Engage Buyers Across Every Stage Of The Life Cycle With New And Revised Tactics And Tools
    October 2, 2017 | Steven Casey

    After a promising start a decade ago, social media marketing is now stuck in a rut of diminished expectations. But dramatic changes in B2B buyers' behavior are reinventing social media as the...

  • Report The Perspective Problem In The Customer Life Cycle

    Your Company Undermines Profits By Misprioritizing Life Cycle Phases — Help It Stop
    August 28, 2017 | David Truog

    The classic customer life-cycle diagram is useful but gives equal weight to every phase — which does not reflect reality. And many companies ignore whether any phase is more important than any...

  • Report Executive Q&A: Make The Most Of Your Loyal Advocates

    June 20, 2017 | Emily Collins

    One of the purported benefits of loyal customers is that they recommend you to friends and family — and recommendations and referrals are great ways to acquire qualified prospects who are more...