Search Results
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For Customer Experience Professionals
Report
Report The Journey Analytics Road Map: From Start To Scale
Reap The Rewards Of A Data-Driven Approach To Understanding Customer Journeys
Companies transforming to become customer-obsessed are using journey analytics as a catalyst to help them become customer-led, insights-driven, fast, and connected. But many fall into one of three...
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For B2C Marketing Professionals
Report
Report Create An Effective Enterprise Marketing Technology Blueprint
Strategic Plan: The Enterprise Marketing Technology Playbook
July 7, 2017 | Rusty WarnerPlanning and implementing enterprise marketing technology (EMT) is at the top of the B2C marketing professional's to-do list. But you can't do it alone. You and your business technology (BT)...
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For Customer Insights Professionals
Report
Report Optimize Customer Experience With A Digital Intelligence Road Map
Road Map: The Digital Intelligence Playbook
Tracking and understanding the interactions with your customers as they digitally engage across channels is hard enough. Using that understanding to take actions that optimize their experiences...
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For B2C Marketing Professionals
Report
Report The New Privacy: It's All About Context
Vision: The Customer Trust And Privacy Playbook
June 30, 2017 | Fatemeh Khatibloo"Privacy is dead": It's a trope so often repeated that you might actually think it's true. But in the age of smartphones and sensors, privacy is not only possible but essential for building trust....
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For B2C Marketing Professionals
Report
Report Drive The BT Agenda With A Marketing Technology Office
Organization: The Enterprise Marketing Technology Playbook
Empowered customers engage with brands at any point in the customer life cycle, anytime and anywhere. Relevant real-time responses require batch-oriented, channel-focused campaign management teams...
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For eBusiness & Channel Strategy Professionals
Report
Report The State Of The Digital Store
Landscape: The Digital Store Playbook
The face of retail continues to change. In-store digital experimentation is well underway, and digital business leaders have the technical know-how and an increasingly cross-functional view to lead...
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For B2C Marketing Professionals
Report
Report Enrich Your Search Marketing With Social Listening Data
June 13, 2017 | Collin ColburnLike many channel-based marketers, search marketers are siloed and therefore don't leverage data and insights from other parts of the marketing organization. But much of the data coming from other...
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For Customer Experience Professionals
Report
Report Global Customer Experience Trends, 2017
Insights From Forrester's Customer Experience Index™
How good are customer experiences globally? In this report, we use Forrester's Customer Experience Index (CX Index™) data from 2015 and 2016 to reveal CX trends around the world. We dive deep into...
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For B2C Marketing Professionals
Report
Report Vendor Landscape: Marketing Measurement And Optimization Solutions
Landscape: The Marketing Measurement And Insights Playbook
June 12, 2017 | Jim NailMore-powerful technology, growing data volume, and marketers' increasingly data-driven focus are key trends drawing marketers away from measuring channel performance to quantifying business...
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For B2C Marketing Professionals
Report
Report The Forrester Wave™: Real-Time Interaction Management, Q2 2017
Advanced Analytics And Cross-Channel Integration Are Fueling RTIM Adoption
June 6, 2017 | Rusty WarnerIn our 32-criteria evaluation of real-time interaction management (RTIM) providers, we identified the 12 most significant ones — Adobe, Emarsys, FICO, IBM, IgnitionOne, Infor, Pegasystems, Pitney...
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For Customer Insights Professionals
Report
Report Adopt Insights Services To Accelerate Your Business Transformation
Best Practices To Ensure A Successful Insights Services Engagement
Business and technology decision makers increasingly look for external help to become insights driven. Many can't or don't want to build an insights platform or staff a data science team — they...
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For Customer Insights Professionals
Report
Report The Insights Services Directory, Q2 2017
The insights services landscape is nascent and expanding, with players emerging from diverse origins. The prospect of working with a strategic data and analytics partner to uncover and pursue new...
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For Customer Insights Professionals
Report
Report Drive Personalization With Mobile Analytics
Continuous Improvement: The Digital Intelligence Playbook
Mobile has changed your customers' expectations. They expect access to what they want, when and where they want it. Customer insights (CI) pros must up their game in mobile engagement measurement...
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For B2C Marketing Professionals
Report
Report Use Personal Identity And Data Management To Future-Proof Your Privacy Practices
Continuous Improvement: The Customer Trust And Privacy Playbook
May 23, 2017 | Fatemeh KhatiblooConsumers are leaving a growing digital footprint across channels and media, and they are aware that marketers use this data for financial gain. With growing concerns about data security and...
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For Application Development & Delivery Professionals
Report
Report Four Trends Are Shaping CRM Adoption In Indian Financial Services
Prioritize Customer Experience When Selecting A CRM Solution
May 23, 2017 | Somak RoyIndian financial services firms are overhauling their existing CRM systems, which were typically built for an earlier era. In the age of the customer, banks and insurance firms need a CRM portfolio...
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For CIO Professionals
Report
Report Top Five Imperatives To Win In The Age Of The Customer
May 23, 2017 | Sharyn LeaverCustomer-obsessed companies have the highest median three-year growth in sales. But only 13% of firms have achieved this level of customer obsession. Why? Because it's hard. It requires remaking...
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For Customer Insights Professionals
Report
Report Q&A: The Top Seven Questions About The Insights Center Of Excellence
May 22, 2017 | Cinny LittleDespite investment in data, technology, and people, firms aren't turning enough insights into actions with business outcomes. An insights center of excellence (CoE) will help customer insights (CI)...
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For Customer Insights Professionals
Report
Report Vendor Landscape: Customer Analytics Service Providers, Q2 2017
Tools And Technology: The Customer Analytics Playbook
May 16, 2017 | Brandon PurcellCustomer insights (CI) pros often need help turning their data into actionable insights, and they look to customer analytics service providers to meet this need. Unfortunately, in a crowded...
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For Application Development & Delivery Professionals
Report
Report The Rise Of Content Intelligence
Next-Generation Technologies Combine To Infuse Content With Value
May 15, 2017 | Mark GrannanAs customer expectations fuel personalization efforts, application development and delivery (AD&D) leaders must help content practitioners create more content to suit every context and permutation...
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For Customer Insights Professionals
Report
Report Deep Learning: The Start Of An AI Revolution For Customer Insights Professionals
Continuous Improvement: The Customer Analytics Playbook
Deep learning is the start of a revolution. A revolution because it allows enterprises to create predictive models with uncanny accuracy on image, voice, and natural language data that was...
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For Customer Insights Professionals
Report
Report Combine Digital Measurements For Intelligent Engagement
Performance Management: The Digital Intelligence Playbook
Customer insights (CI) professionals have a wealth of data resources and technology at their disposal to measure digital customer interactions. But many programs still fail to capture a complete...
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For CMO Professionals
Report
Report The End Of Advertising As We Know It
CMOs Should Shift Billions From Ad Interruptions To Branded Relationships
People love to hate advertising, yet this annoying feature of modern life has funded the global economy more effectively than any other source. But that's changing. Society doesn't need advertising...
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For Customer Experience Professionals
Report
Report Customer Empathy: Three Essential Strategies For Cultivating It In Your Organization
April 26, 2017 | Tony CostaTo deliver great customer experiences, companies need high levels of customer empathy. Without it, CX efforts risk becoming self-serving and disconnected from customer needs, expectations, and...
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For Application Development & Delivery Professionals
Report
Report The New Generation Of Embedded BI Will Close The Insights-To-Action Gap
Practical Steps To Embed Business Intelligence In Enterprise Applications
AD&D leaders have always recognized that business intelligence (BI) is most valuable when it is pervasive, contextual, and actionable. A new generation of embedded BI technologies gives AD&D pros...
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For Customer Insights Professionals
Report
Report Mobile World Congress Misses An Opportunity To Promote The Data Economy
But Smart Cities Award Winners Show What's Possible
April 11, 2017 | Jennifer Belissent, Ph.D.This year's Mobile World Congress (MWC) once again broke attendance records — expanding well beyond its telecom origins and evolving into a consumer- and business-oriented digital transformation...
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