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  • 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...

  • Report Brief: Use Mobile Gaming Analytics To Improve Your Digital Marketing

    Chinese Firms Leverage Mobile Games To Increase The Effectiveness Of Their Marketing Performance
    March 24, 2016 | Gene Cao

    Chinese firms wanting to better engage the online population of hyperconnected consumers are beginning to look to mobile gaming — which has become the most common group of applications that these...

  • Report Brief: Embrace Adaptive Intelligence To Take Advantage Of China's Data Economy

    Master Real-Time Multidirectional Data Sharing To Enable Customer Obsession

    Customer insights (CI) and marketing pros are adept at leveraging internal and external data to understand and engage customers and partners and increase market awareness. But in the age of the...

  • Report Brief: Engage Chinese Consumers With Interactive Digital Content

    Use Digital Intelligence Tools To Optimize Customer Engagement
    November 11, 2015 | Gene Cao

    Rising mobile device penetration, social adoption, and online buying are changing how consumers engage with companies in China. Customer insights (CI) pros' outdated tech practices don't drive...

  • Report Australian Organizations Struggle To Transform Data Into Actionable Customer Insights

    Benchmark Your Enterprise Intelligence To Become Data-Driven
    October 13, 2015 | Michael Barnes

    Faced with increasing customer expectations and a growing threat of disruption, how confident are you in your firm's ability to leverage customer knowledge? We administered Forrester's Q3 2015...

  • Report Case Study: Succeed With Social Intelligence In China

    Nestlé Used The Four Ps To Capture, Manage, Analyze, And Apply Social Data
    July 1, 2015 | Gene Cao

    Non-Chinese companies with an ambition to be global leaders must listen to China's social networks, and Nestlé is no exception. In 2013, the global food giant built a social command center in...

  • Report Singapore Organizations Must Improve Their Enterprise Intelligence

    Benchmarking Against Peer Organizations Is The First Step
    May 26, 2015 | Michael Barnes

    How effectively does your company leverage its knowledge of customers? This is the question we posed to 32 marketing and customer insights (CI) professionals from 24 Singapore-based companies in...

  • Report Implement Effective Social Listening Capabilities In China

    Multinational Enterprises Should Revamp Their Social Listening Practices For China
    April 17, 2015 | Gene Cao, Allison Smith

    Regardless of what region they work in, customer insights (CI) professionals must know their customers. But many CI practices in China — a huge and important market with unique characteristics,...

  • Report Brief: It's Time To Overhaul Your Customer Loyalty Program

    Dated Loyalty Programs Won't Help You Retain Chinese Customers
    March 6, 2015 | Gene Cao

    After years of focusing on customer acquisition, Chinese companies have gotten very good at using frequent buyer programs to recruit customers. But while these firms' customer bases are growing...

  • Report Brief: Applying Customer Insight To Your Digital Strategy

    Top Lessons Learned From Early Adopters In Asia Pacific
    January 15, 2015 | Michael Barnes

    To serve and delight empowered customers, organizations are embarking on digital transformation journeys from multiple directions. Many start with initiatives to improve digital marketing...

  • Report Brief: Apply Social Listening To The Entire Organization

    Brands In China Need An Ongoing And Engaged Exchange With Consumers On Social Platforms
    January 12, 2015 | Gene Cao

    Chinese marketers are becoming more familiar with social media monitoring, which is the first level of the social listening maturity curve. With organizations devoting more marketing budget to...

  • Report Asia Pacific Companies Embrace Customer Analytics, Part 2

    Customer Insight Fuels Digital Transformation, But Analytics Requirements Far Outpace Existing Capabilities
    December 26, 2014 | Michael Barnes

    Customer insights (CI) are an increasingly critical source of competitive differentiation in the age of the customer. Organizations in Asia Pacific (AP) are embracing digital strategies to deliver...

  • Report Case Study: China CITIC Bank Uses Analytics To Boost Credit Card Profits

    Optimized Customer And Marketing Analytics Were The Key To Increasing Transaction Value And Profits
    December 19, 2014 | Gene Cao

    Recent Forrester research has found that marketing and customer insights professionals in China have started using tools such as data mining, predictive analytics, and modeling. China CITIC Bank,...

  • Report Brief: The State Of Digital Analytics In China

    The Adoption Of Digital Analytics Is Becoming Mainstream For Chinese Businesses Facing Digital Disruption
    December 9, 2014 | Gene Cao

    China has a unique digital landscape, and the number of people using eCommerce, social, and mobile is booming. Digital transformation in China is going far beyond that of more developed markets —...

  • Report Asia Pacific Companies Embrace Customer Analytics, Part 1

    Market Conditions Shape Analytics Priorities
    October 15, 2014 | Michael Barnes

    Customer insights (CI) are an increasingly critical source of competitive differentiation in the age of the customer. Business and technology management leaders in Asia Pacific (AP) are actively...

  • Report Case Study: Spring Airlines Benefits From Social Intelligence

    Lessons Learned About Using Social Intelligence To Support Business Functions
    September 19, 2014 | Gene Cao

    Adoption of social intelligence and social listening is booming in China. As a pioneer of social listening in China's aviation industry, Spring Airlines successfully leveraged social intelligence...

  • Report The Customer Analytics Market In China

    Vendors Are Racing To Respond As Adoption Grows
    August 21, 2014 | Gene Cao

    Marketing professionals in China have started to use tools such as data mining, predictive analytics, and modeling. Recent conversations with China-based organizations like China Telecom, Ikea, and...