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  • Customer Intelligence

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  • For Customer Insights Professionals

    Report

    Report Organize For Digital Intelligence With These Three Models

    Organization: The Digital Intelligence Playbook
    August 16, 2017 | Cinny Little, James McCormick

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

  • For Customer Insights Professionals

    Report

    Report Turn Data Into Insights With Customer Analytics

    Executive Overview: The Customer Analytics Playbook
    August 15, 2017 | Brandon Purcell

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

  • For Customer Insights Professionals

    Report

    Report Build Digital Intelligence For Your Insights-Driven Business

    Executive Overview: The Digital Intelligence Playbook
    August 15, 2017 | James McCormick

    Insights-driven businesses have the edge on the rest of us. Their digital intelligence practices synchronize digital analytics with digital interactions to continuously deliver optimized customer...

  • For Customer Insights Professionals

    Report

    Report Close The Insights-To-Action Gap With A Clear Implementation Plan

    Processes: The Customer Analytics Playbook
    August 14, 2017 | Brandon Purcell

    Many companies still struggle to realize value from predictive analytics despite considerable investments in technology and human capital. This is largely due to the insights-to-action gap — the...

  • For Customer Insights Professionals

    Report

    Report The Insights Services Directory, Q3 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...

  • For CIO Professionals

    Report

    Report The Insights Services Directory, Q3 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...

  • For Customer Experience Professionals

    Report

    Report The US Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    August 1, 2017 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 314 brands across 21 industries in the US CX Index. We...

  • For Customer Experience Professionals

    Report

    Report Read My Lips: Clear Communication Can Mean Billions In Revenue

    Improving Customer Communications Creates An Easy And Engaging Customer Experience — And Drives Revenue
    July 31, 2017 | Faith Adams, Margaret Rodriguez

    How well your company communicates with your customers has a surprisingly large impact on your brand's overall customer experience. In turn, this outsized influence translates into a revenue impact...

  • For B2B Marketing Professionals

    Report

    Report Vendor Landscape: B2B Marketing Data Providers, Q3 2017

    July 26, 2017 | Steven Casey, Steven Wright

    Many B2B marketers believe that inaccurate and incomplete data is a hard fact of life that is too difficult and expensive to fix — even though it eats marketing ROI and eviscerates good customer...

  • For Customer Insights Professionals

    Report

    Report Analyzing Analytics: Measure The Impact Of Customer Analytics To Prove Its Value

    Performance Management: The Customer Analytics Playbook
    July 26, 2017 | Brandon Purcell

    Customer insights (CI) professionals may be great at building predictive models, but they often struggle to prove their value to the business. This report gives CI pros a framework for performance...

  • For Customer Insights Professionals

    Report

    Report Personalize Customer Experience With A Digital Intelligence Business Case

    Business Case: The Digital Intelligence Playbook
    July 20, 2017 | Cinny Little, James McCormick

    Today's digital analytics practices are advancing their ability to take actions on insights about customers' digital behavior. But that's not enough: Customers' expectations continue to change...

  • For Customer Insights Professionals

    Report

    Report More Firms Are Using The Insights Center Of Excellence To Drive Value

    Organization: The Customer Analytics Playbook
    July 19, 2017 | Cinny Little

    Customer insights pros struggle with how to keep maturing their capabilities and drive more actions from insights. How you organize affects your success. This report shows how the insights center...

  • For Customer Insights Professionals

    Report

    Report Pick A Powerful Pilot To Propagate Customer Analytics

    Business Case: The Customer Analytics Playbook
    July 19, 2017 | Brandon Purcell

    While most companies understand the importance of transforming data into insights, many struggle to get their customer analytics practice off the ground. They're missing out on a huge opportunity....

  • 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...

  • For B2C Marketing Professionals

    Report

    Report Create An Effective Enterprise Marketing Technology Blueprint

    Strategic Plan: The Enterprise Marketing Technology Playbook
    July 7, 2017 | Rusty Warner

    Planning 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)...

  • For Customer Insights Professionals

    Report

    Report Optimize Customer Experience With A Digital Intelligence Road Map

    Road Map: The Digital Intelligence Playbook
    July 7, 2017 | Cinny Little, James McCormick

    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...

  • 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....

  • For B2C Marketing Professionals

    Report

    Report Drive The BT Agenda With A Marketing Technology Office

    Organization: The Enterprise Marketing Technology Playbook
    June 27, 2017 | Joe Stanhope, Rusty Warner

    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...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The State Of The Digital Store

    Landscape: The Digital Store Playbook
    June 21, 2017 | Anjali Yakkundi, Claudia Tajima

    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...

  • For B2C Marketing Professionals

    Report

    Report Enrich Your Search Marketing With Social Listening Data

    June 13, 2017 | Collin Colburn

    Like 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...

  • For Customer Experience Professionals

    Report

    Report Global Customer Experience Trends, 2017

    Insights From Forrester's Customer Experience Index™
    June 13, 2017 | Rick Parrish, Dylan Czarnecki

    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...

  • For B2C Marketing Professionals

    Report

    Report Vendor Landscape: Marketing Measurement And Optimization Solutions

    Landscape: The Marketing Measurement And Insights Playbook
    June 12, 2017 | Jim Nail

    More-powerful technology, growing data volume, and marketers' increasingly data-driven focus are key trends drawing marketers away from measuring channel performance to quantifying business...

  • 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 Warner

    In 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...

  • 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...

  • For Customer Insights Professionals

    Report

    Report Drive Personalization With Mobile Analytics

    Continuous Improvement: The Digital Intelligence Playbook
    June 2, 2017 | Cinny Little, James McCormick

    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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