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The Customer Analytics Playbook For 2020

Turn Data Into Insights With Customer Analytics

The scale and diversity of customer data provide rich new sources of insight that let firms engage with customers in new ways and enable the digital disruption of entire industries. Today's...

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  • Forum Summit Asia Pacific

    The must-attend event for B2B & B2C marketing and CX leaders
    September 1, 2020 | Live Virtual Experience | Frederic Giron

    The combined power of Forrester and SiriusDecisions has unleashed a new energy into the products and services available to both the B2B and B2C community. By harnessing this energy, we are bringing...

  • Report The Forrester Wave™: Journey Orchestration Platforms, Q2 2020

    The 11 Providers That Matter Most And How They Stack Up
    June 15, 2020 | Joana de Quintanilha

    In our 28-criterion evaluation of journey orchestration providers, we identified the 11 most significant ones — Alterian, BryterCX, Coveo, Engage Hub, inQuba, Kitewheel, NICE, Pointillist, Roojoom,...

  • Forum CX Sydney

    The Time Is Now: Lead With Experience
    April 30, 2020 | Virtual Event | Michael Barnes

    CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

  • Report Case Study: UK Bank Virgin Money Transformed CX And Improved Business Outcomes

    Virgin Money Used A Merger As An Opportunity To Align Its Culture On Customer Experience
    April 7, 2020 | Judy Weader

    Virgin Money found a way to save money, build customer centricity, and align the organization around the North Star of customer experience (CX). CX professionals should read this case study to...

  • Report Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2020

    Forrester's Overview Of 36 VoC Providers
    February 3, 2020 | Faith Adams

    You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback, socialize feedback, inform customer experience (CX) improvements, and track the results of these improvements...

  • Report How To Choose The Right CX Beacon Metric

    Use Our 13-Criterion Tool To Determine Whether NPS, Satisfaction, Or Another KPI Should Be Your Organization's Top-Level CX Metric
    August 29, 2019 | Maxie Schmidt-Subramanian

    Firms need a customer experience (CX) beacon metric to measure the overall success of their CX efforts, rally employees behind CX as a priority, and build a CX measurement architecture. But CX...

  • Playbook The CX Transformation Playbook

    Why And How To Lead A CX Transformation

    A laser-like focus on customer experience (CX) is the best path to business success. Forrester has proven this by analyzing major brands' financial results and showing that they correlate with how...

  • Report Now Tech: Journey Management, Q4 2018

    Forrester's Overview Of 23 Journey Management Providers
    November 14, 2018 | Joana de Quintanilha, Alex Causey

    You can use journey management tools to digitize journey maps at scale, take a data-driven approach to creating a common vision for key journeys, and automate and scale journeys by orchestrating...

  • Report The Forrester Wave™: Journey Orchestration Platforms, Q4 2018

    The Eight Providers That Matter Most And How They Stack Up
    November 14, 2018 | Joana de Quintanilha, Alex Causey

    Forrester evaluated two overlapping but different categories within journey analytics: journey visioning and journey orchestration. In this 28-criteria evaluation of journey orchestration platform...

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