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  • For Customer Insights Professionals

    Report The State Of Customer Analytics 2016

    Benchmarks: The Customer Analytics Playbook
    July 20, 2016 | Brandon Purcell

    To assess the current state of analytics adoption, including goals, challenges, and analytics sophistication, Forrester and Burtch Works fielded an online survey to 142 customer analytics and...

  • For B2C Marketing Professionals

    Report Harness Loyalty Insights To Build Business Advantage

    Processes: The Customer Loyalty Playbook
    July 19, 2016 | Emily Collins

    Many companies that invest in customer loyalty deploy loyalty programs that both incentivize behavior and collect valuable data from engaged and loyal customers. It's easy to treat loyalty as a...

  • For Customer Experience Professionals

    Report Brief: US And UK Banks Need To Show Customers That They're Valued

    Banks Need To Emotionally Connect With Customers To Exceed Expectations And Drive Loyalty
    July 19, 2016 | Ryan Hart

    Forrester's CX Index data shows that while most US and UK banks do a fairly good job of meeting their customers' basic needs and expectations, only a few do a standout job at exceeding those...

  • For Customer Experience Professionals

    Report The US Customer Experience Index, 2016

    Benchmarks: The Customer Experience Maturity Playbook
    July 18, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

  • For CMO Professionals

    Report The Rise Of The Empowered Customer

    Consumers' Evolving Behaviors And Attitudes Set The Pace For Innovation
    July 12, 2016 | Anjali Lai

    Empowered consumers fuel the age of the customer — you've likely heard this repeatedly. They now have more choices, richer resources, and higher demands than in the past. But this is more than just...

  • For Customer Insights Professionals

    Report Transforming Government Services Through Better Insights

    Agencies Leverage Analytics To Improve Operational Excellence And The Citizen Experience

    Access to technology-enabled services has raised citizens' expectations. They expect to access critical services in their moment of need, via the channel or device of their choice. Armed with...

  • For CMO Professionals

    Report Vendor Landscape: The Emerging Revolution In Brand And Experience Measurement

    Tools And Technology: The Brand Experience Playbook
    July 5, 2016 | Michelle Moorehead

    With changing consumers and an expanding digital tool set, brand measurement is ready for a revolution. Forward-looking CMOs recognize this opportunity and are evolving their traditional tracking...

  • For Customer Insights Professionals

    Report Create A Digital Road Map With A Customer Experience Focus

    Road Map: The Digital Intelligence Playbook
    June 22, 2016 | Cinny Little, James McCormick

    Understanding your customers as they digitally engage with your firm is hard enough. Using that understanding to take actions that optimize their experiences across multiple digital channels is...

  • For Customer Experience Professionals

    Report Customer Experience Drives Revenue Growth, 2016

    Business Case: The Customer Experience Ecosystem Playbook
    June 21, 2016 | Harley Manning, Dylan Czarnecki

    It's the age of the customer, and transforming the customer experience (CX) is one of five critical market imperatives that companies need to shift toward customer obsession. But how can customer...

  • For Customer Insights Professionals

    Report Optimize Customer Interactions With Customer Lifetime Value Analysis

    How To Implement, Calculate, And Embrace This Elusive Metric
    June 13, 2016 | Brandon Purcell

    Customer lifetime value (CLV) is not a new metric, but until recently it has been a largely conceptual construct. The few firms that calculated CLV did so at an aggregate level and used the result...

  • For B2C Marketing Professionals

    Report Brief: Enterprise Social Listening Best Practices In Asia Pacific

    How Advanced Firms Apply Social Intelligence To Drive Marketing Success
    June 9, 2016 | Clement Teo

    B2C marketing professionals in Asia Pacific apply social listening mainly as a tactic within the confines of reputation monitoring and competitive intelligence. While this approach served them well...

  • For B2B Marketing Professionals

    Report Give Sellers The Alignment Data They Need To Succeed

    Equip Sellers With Customer Insights To Engage And Close Faster
    June 7, 2016 | Steven Wright

    As B2B marketers seek to leverage external data at all phases of the buyer journey and the distinction between two categories of data providers — aggregators and enrichers — blurs, they need to...

  • For CMO Professionals

    Report Five Secrets Of Customer-Obsessed Cultures

    How Customer-Obsessed Companies Bring Their Values To Life
    June 6, 2016 | David K. Johnson, Samuel Stern

    For most companies, customer focus is just talk. What separates customer experience (CX) leaders from laggards is not their stated commitment to customers. It's instead their follow-through on that...

  • For Customer Insights Professionals

    Report Organize For Digital Intelligence With These Three Models

    Organization: The Digital Intelligence Playbook
    June 2, 2016 | Cinny Little, James McCormick

    Digital analytics teams that still work in separate channel silos will fail to help their firms win, serve, and retain customers. This report describes the success factors and ownership models that...

  • For Customer Insights Professionals

    Report Make Mobile Analytics Digitally Intelligent

    Continuous Improvement: The Digital Intelligence Playbook
    May 27, 2016 | Cinny Little, James McCormick

    Mobile has changed your customers' expectations. They expect access to anything, anywhere, anytime. Customer insights (CI) pros must up their game in mobile engagement measurement to gain insights...

  • For Customer Insights Professionals

    Report The Customer Insights Center Of Excellence

    Organization: The Customer Analytics Playbook
    May 20, 2016 | Cinny Little

    Customer insights (CI) pros struggle with how to keep maturing their capabilities and drive more actions from insights. How you organize can affect your success. This report lays out the upsides...

  • For B2C Marketing Professionals

    Report Three Must-Haves For Loyalty Strategy Success

    May 17, 2016 | Emily Collins

    Successful loyalty strategies boost customer retention, engagement, and the bottom line. But today, many companies fail because they haven't established the foundation they need to build basic...

  • For Application Development & Delivery Professionals

    Report Vendor Landscape: Digital Experience Platforms

    Three Classes Of Vendors Tackle The Multichannel Experience Mandate

    Application development and delivery (AD&D) professionals need an array of software to create and manage the digital experience (DX). They must evaluate, implement, integrate, and build front-end...

  • For Customer Experience Professionals

    Report How Companies Master Their Customer Experience Ecosystems

    Benchmarks: The Customer Experience Ecosystem Playbook
    May 11, 2016 | TJ Keitt

    The key to an excellent customer experience (CX) is a well-coordinated customer experience ecosystem. However, the complexity of this network of employees, partners, and customers makes...

  • For CIO Professionals

    Report The Top Technologies For Your Business Technology Agenda, 2016

    The Top Business Technologies To Win, Serve, And Retain Customers Along Every Step Of Their Journeys
    May 10, 2016 | Ted Schadler

    Customer-obsessed firms are customer-led and insights-driven. They move fast rather than perfectly, and they are connected to serve increasingly powerful customers. CIOs wield a critical asset: the...

  • For Customer Insights Professionals

    Report Advance Your Customer Analytics With Five Emerging Methods

    Continuous Improvement: The Customer Analytics Playbook
    May 4, 2016 | Brandon Purcell

    The customer analytics environment is morphing from traditional practices that rely on internally sourced, static customer data to practices that apply a predictive lens to externally sourced,...

  • For Customer Experience Professionals

    Report Brief: Learning From Three Early Adopters Of Customer Journey Analytics

    Companies use journey analytics to improve key customer journeys, evaluate opportunities for journey innovations, and boost retention, enrichment, and advocacy loyalty. Forrester conducted in-depth...

  • For B2B Marketing Professionals

    Report Benchmark Your B2B Content Marketing Strategy And Maturity

    Auditing Practices Better Connects Marketing Content To Business Results
    April 29, 2016 | Laura Ramos

    To understand how well B2B marketers produce and share content that creates interest, relevance, and relationships, we surveyed 113 senior marketers to gauge their content development...

  • For Customer Insights Professionals

    Report Turn Data Into Insights With Customer Analytics

    Executive Overview: The Customer Analytics Playbook

    The sheer scale and diversity of customer data provides rich new sources of insight, allowing firms to engage in novel ways and enable digital disruption of entire industries. Today, customer...

  • For B2C Marketing Professionals

    Report Maximize Walled Gardens Without Sacrificing Customer Intelligence

    Marketers Negotiate The Tradeoff Between Data Accuracy And Ownership In Their Bid To Achieve Customer Centricity
    April 27, 2016 | Samantha Merlivat

    A lot of ink has been spilled over the ascendance of media walled gardens in 2015. Their proposition is compelling: using deterministic customer identifications, companies like Google and Facebook...

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