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  • For Customer Insights Professionals

    Report

    Report It's Time To Raise The Bar With Analytics

    Assessment: The Customer Analytics Playbook
    January 19, 2018 | 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...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Masters Of The Top Four Retail Tech Trends

    Leading Retailers Model Innovation With Customer-Focused Tech Investments
    January 18, 2018 | Brendan Witcher, Claudia Tajima

    To survive in today's competitive market, retailers are primarily investing in four key components of commerce tech: personalization, omnichannel, analytics, and digital store capabilities. But...

  • For Customer Experience Professionals

    Report

    Report The India Credit Cards Customer Experience Index, 2017

    How Indian Credit Card Brands Earn Loyalty With The Quality Of Their Experience
    January 17, 2018 | Amit Bhatia

    How well do leading credit card brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of five credit card brands that we analyzed as...

  • For Customer Experience Professionals

    Report

    Report The India Banking Customer Experience Index, 2017

    How Indian Banks Earn Loyalty With The Quality Of Their Experience
    January 17, 2018 | Amit Bhatia

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of seven banking brands that we analyzed as part of the India...

  • For Enterprise Architecture Professionals

    Report

    Report Personalized, Fast Data Delivers Business Outcomes Your CEO Cares About

    Vision: The Data Management Playbook
    January 16, 2018 | Michele Goetz

    As investment in data and analytics has grown, satisfaction in analytic capabilities has decreased and dissatisfaction has increased. The crux of the situation is that data management can't start...

  • For CIO Professionals

    Report

    Report Digital Insights Are The New Currency Of Business

    Beginner Level: Technology Practices For Insights-Driven Businesses
    January 12, 2018 | Brian Hopkins, Ted Schadler

    Businesses are drowning in data but starving for insights. Worse, they have no systematic way to consistently turn data into action. This can't continue. Demanding customers and competitive...

  • For CIO Professionals

    Report

    Report Build An Insights-Driven Business

    The Executive Overview Of The Insights-Driven Business Playbook
    January 12, 2018 | Srividya Sridharan, Gene Leganza

    In today's hypercompetitive business environment, harnessing and applying data and analytics at every opportunity to differentiate your products and customer experiences is fast becoming a...

  • For CIO Professionals

    Report

    Report Four Essential Steps To Transform To An Insights-Driven Business

    The Strategy Report In The Insights-Driven Business Playbook
    January 11, 2018 | Cinny Little

    Insights driven is not just new terminology for big data; it's an operational transformation that firms must pivot to now or risk losing out to competitors old and new. Enterprise-level...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Accelerate Your Digital Insurance Strategy With Six Emerging Technology Building Blocks

    Tools And Technology: The Digital Insurance Strategy Playbook
    January 5, 2018 | Ellen Carney

    Digital technology is transforming insurance. Hundreds of disruptive early-stage insurers and insurtech startups are roiling up the status quo, powered by emerging and sometimes overhyped...

  • For Enterprise Architecture Professionals

    Report

    Report The Anatomy Of A System Of Insight

    Advanced Level: Technology Practices For Insights-Driven Businesses

    Your big data strategy is likely too little, too late. Customers are changing their expectations too quickly, and data lakes are becoming swamps. Insights-driven disruptors are using systems of...

  • For B2C Marketing Professionals

    Report

    Report Pave The Path To Marketing Measurement Success

    Road Map: The Marketing Measurement And Insights Playbook
    January 2, 2018 | Jim Nail, Tina Moffett

    Marketing measurement and optimization is an indispensable discipline for B2C marketing leaders because it helps tame the flood of marketing and customer data, providing insights that fuel business...

  • For Customer Insights Professionals

    Report

    Report Improve Your Storytelling With Data Visualization Best Practices

    December 28, 2017 | Boris Evelson, Cinny Little

    As data volumes skyrocket and information becomes more complex, business intelligence (BI) and analytics tools use data visualization to help users move from insights to action by leveraging...

  • For B2B Marketing Professionals

    Report

    Report Your Organization's Predictive Marketing Analytics Transformation

    Examine Your Goals For A Well-Managed Consideration And Purchase Journey
    December 27, 2017 | Allison Snow

    In Q2 2017, we published The Forrester Wave™: Predictive Marketing Analytics For B2B Marketers. That report revealed and evaluated 11 important vendors in the predictive marketing space. We learned...

  • For Customer Experience Professionals

    Report

    Report How To Build Your Voice Of The Customer Program

    December 22, 2017 | Faith Adams

    Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. CX pros need to know how good their programs are, how...

  • For B2C Marketing Professionals

    Report

    Report Elevate Your Approach To Cross-Channel Campaign Measurement

    Performance Management: The Enterprise Marketing Technology Playbook
    December 22, 2017 | Joe Stanhope, Rusty Warner

    The evolution from channel-specific to cross-channel campaigns affords firms the opportunity to improve relevance and marry marketing engagement to customer journeys. The processes of measuring and...

  • For B2C Marketing Professionals

    Report

    Report Master The Mechanics Of Marketing Measurement

    Two Measurement Mainstay Approaches That Will Guarantee Better Insights
    December 21, 2017 | Tina Moffett, Jim Nail

    Despite the progress that B2C marketers have made in marketing measurement maturity, they remain confused and overwhelmed about the numerous measurement techniques and when to use them. In-market...

  • For B2C Marketing Professionals

    Report

    Report The Marketing Measurement Action Gap

    Benchmarks: The Marketing Measurement And Insights Playbook
    December 21, 2017 | Jim Nail

    Marketing measurement has long been a challenging discipline. But an elite segment of B2C marketers has embraced marketing measurement and optimization technologies to dramatically improve their...

  • For B2C Marketing Professionals

    Report

    Report The Future Of Social Intelligence Is In The Enterprise, Not Marketing

    Social Listening Platforms Flourish When They're No Longer An Island
    December 15, 2017 | Jessica Liu

    Forrester has long argued that companies mustn't silo social listening data within marketing, customer insights, or PR and communications teams. Now, B2C marketers must realize the next stage in...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Analyze This: Web Style Analytics Enters The Retail Store

    Performance Management: The Digital Store Playbook
    December 8, 2017 | Ananda Chakravarty

    Retail stores have been living in the analytical "dark ages" compared with digital channels, relegated to measurement techniques that rarely consider customer behavior. However, advances in...

  • For B2C Marketing Professionals

    Report

    Report Pave A Clear Path To Advanced Loyalty

    Road Map: The Customer Loyalty Playbook
    December 6, 2017 | Emily Collins

    B2C marketing professionals striving to increase customer loyalty face many challenges, including myopic me-too strategies, disparate data, siloed customer insights, and inadequate measurement...

  • For B2C Marketing Professionals

    Report

    Report The Power Of Customer Context

    Vision: The Enterprise Marketing Technology Playbook
    December 1, 2017 | Rusty Warner, Carlton A. Doty

    Campaigns are far less effective at winning and retaining customers than they once were. To achieve sustainable competitive advantage, B2C marketers must deliver self-perpetuating cycles of...

  • For B2C Marketing Professionals

    Report

    Report How To Build A Contextual Marketing Engine

    Road Map: The Enterprise Marketing Technology Playbook
    November 29, 2017 | Rusty Warner

    The age of the customer demands customer obsession for successful competitive differentiation. Firms must build a contextual marketing engine (CME) to orchestrate continuous engagement with...

  • For Customer Insights Professionals

    Report

    Report Storytelling And Data Visualization Will Turbocharge Insights-Driven Action

    Beginner Level: People Practices For The Insights-Driven Playbook
    November 22, 2017 | Cinny Little

    Despite continuous investment, customer insights professionals' data and insights practices aren't keeping up with the expectations of device-hopping customers. The fix: To remain competitive,...

  • For B2C Marketing Professionals

    Report

    Report The Financial Payback For Marketing Measurement

    Business Case: The Marketing Measurement And Insights Playbook
    November 22, 2017 | Jim Nail, Michelle Bishop

    As marketers are increasingly held accountable for the financial returns of their efforts, they need sophisticated measurement that accurately apportions credit to the myriad touchpoints in a...

  • For Customer Experience Professionals

    Report

    Report The Australia Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    November 20, 2017 | Tom Champion

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the Australia CX...

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