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  • Webinar The Forrester New Wave™: Market And Competitive Intelligence Platforms, Q4 2019

    Tuesday, November 19, 2019, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Cinny Little

    Market and competitive intelligence (M&CI) is a fundamental strategic business competency, and it’s front of mind. In 2019, 57% of data and analytics technology decision makers report...

  • Forum CX Europe 2019

    Change The Game: Leading Radical CX Innovation
    November 14, 2019 | Joana van den Brink-Quintanilha

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Webinar The Five-Step Playbook For Storytelling That Drives Actions From Data And Insights

    Tuesday, November 12, 2019, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Cinny Little

    Don’t you want to see more of your work applied to driving business outcomes? Your work may include one or more of the following: data analytics, digital, customer or consumer insights or...

  • Report The Forrester Wave™: Digital Intelligence Platforms, Q4 2019

    Tools And Technology: The Digital Intelligence Playbook
    November 6, 2019 | James McCormick

    In our 23-criterion evaluation of digital intelligence platform providers, we identified the nine most significant ones — Acoustic, Adobe, Cxense, Evergage, Google, Mixpanel, Oracle, SAS, and...

  • Report The State Of Customer Analytics 2019

    Landscape: The Customer Analytics Playbook
    November 5, 2019 | Brandon Purcell, Emily Miller

    In this report, we give customer insights (CI) pros key benchmarks to plan their customer analytics capability. Compared with our 2018 benchmarks, we see firms adopting more analytical techniques...

  • Report Predictions 2020: Customer Insights

    Firms Up Their Data And Analytics Game In Pursuit Of Better Customer Understanding

    Insights-driven firms outperform their peers. And in an age when what customers think — and do — matters more than any other factor, the gold rush to customer insights is on. However, the paths to...

  • Report Cast A Wide Behavioral Data Net To Fuel AI-Powered B2B Marketing

    Pay More Attention To What Your Prospects Do Than What They Say
    October 25, 2019 | Steven Casey

    B2B marketing's AI-powered future is closer than you think. In just a few years, AI has progressed from a promising enabling technology found in a few B2B applications to a staple of modern...

  • Report The Forrester New Wave™: Market And Competitive Intelligence Platforms, Q4 2019

    The 12 Providers That Matter Most And How They Stack Up
    October 22, 2019 | Cinny Little

    In Forrester's evaluation of the emerging market for market and competitive intelligence (M&CI) platforms, we identified the 12 most significant providers in the category — Bertin IT, Cipher,...

  • Forum CX SF 2019

    The Rise of XD: Master the New Art (and Science) of Experience Design
    October 17, 2019 | San Francisco | Andrew Hogan

    Just what we need: another abbreviation. But this one is for real. Experience design — or XD — is rapidly emerging as the discipline to rule them all. If exceptional CX is the goal, XD...

  • Report Make Customer Lifetime Value Your Polaris For Long-Term Growth

    This Customer-Obsessed Metric Brightens The Path To Profitability
    September 26, 2019 | Brandon Purcell, Allison Snow

    Customer lifetime value (CLV) — isn't new, but it's gaining traction as customer insights (CI) professionals seek to maximize efficiency, demonstrate economic value, and leverage advances in data...

  • Report How To Calculate Customer Lifetime Value For Your Business

    Choose Your Own CLV Adventure From Four Different Approaches
    September 26, 2019 | Brandon Purcell, Allison Snow

    Customer lifetime value (CLV) is a crucial metric for companies because it allows them to predict the future profitability of their customers, yet firms struggle to calculate it. This report...

  • Webinar Use AI To Focus B2B Insights On The Human Imperative

    September 19, 2019 | Allison Snow

    B2B insights pros struggle to understand their customers and prospects and therefore to build experiences that engage, influence, and persuade them. Learn how AI tech can help you overcome these...

  • Webinar Turbocharge Value From Data And Insights With A Center Of Excellence: Five Critical Enablers

    September 17, 2019 | Cinny Little

    About half of organizations are failing to apply the majority of their data analytics work to driving business outcomes. And that’s true for use cases across the spectrum — from...

  • Report Gauge Your Customer Analytics Maturity

    Assessment: The Customer Analytics Playbook
    September 6, 2019 | Brandon Purcell, Emily Miller

    Customer analytics powers customer obsession by helping insights-driven businesses understand their customers and drive growth. While advanced statistical techniques form the backbone of customer...

  • Forum CX Singapore 2019

    Change The Game: Driving Radical CX Innovation
    August 28, 2019 | Singapore | Frederic Giron

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Report B2B Insights Deep Dive: Use AI To Activate Emotion

    A Pragmatic Guide To Using AI To Influence Choices Along B2B Customer Journeys
    August 8, 2019 | Allison Snow, Emily Miller

    Artificial intelligence is a hot topic: Techniques are more sophisticated than ever before, and enterprise opportunities abound. Techniques of the past have fallen short of enabling firms to get to...

  • Report B2B Insights Deep Dive: Use AI To Drive Engagement

    A Pragmatic Guide To Using AI To Nurture Two-Way Conversations With B2B Audiences
    August 8, 2019 | Allison Snow, Emily Miller

    Artificial intelligence is a hot topic: Techniques are more sophisticated than ever before, and enterprise opportunities abound. Techniques of the past have fallen short of enabling firms to get to...

  • Report B2B Insights Deep Dive: Use AI To Demonstrate Empathy

    A Pragmatic Guide To Using AI To Understand Context In B2B Customer Journeys
    August 8, 2019 | Allison Snow, Emily Miller

    Artificial intelligence is a hot topic: Techniques are more sophisticated than ever before, and enterprise opportunities abound. Techniques of the past have fallen short of enabling enable firms to...

  • Report At A Glance: Use AI To Focus B2B Insights On The Human Imperative

    Boost Buyer Experiences With Empathy, Engagement, And Emotion
    August 8, 2019 | Allison Snow, Emily Miller

    Artificial intelligence is a hot topic: Techniques are more sophisticated than ever, and enterprise opportunities abound. Techniques of the past have fallen short of enabling firms to get to know...

  • Webinar The Canada Customer Experience Index, 2019

    Modest Gains Amid Stagnation Give Canadian CX Its Best Year Yet
    August 6, 2019 | Michelle Yaiser, Rick Parrish

    During this webinar, we delve into the latest results from Forrester’s Canada Customer Experience Index. We discuss trends in CX quality at the brand and industry level, the role that emotion...

  • Webinar So You Want To Hire A Loyalty Provider? Best Practices For Vendor Selection

    July 25, 2019 | Emily Collins

    Companies across industries are increasing their investments in loyalty marketing, but the landscape of providers is vast and often confusing. Based on the findings from our recent loyalty services...

  • Report Research Overview: Text Analytics Technology

    A Guide To General-Purpose And Domain-Specific Platforms For Text Analytics
    July 18, 2019 | Boris Evelson

    To become an insights-driven business, organizations must strive to turn all data at their disposal into actionable insights. This is especially challenging when both structured and unstructured...

  • Report Insights-Driven Cities Deliver Effective Governance

    People, Process, Data, And Technology Improve Service Delivery And Citizen Experience

    The decade-old "smart city" moniker is yielding its hold. Hail the rise of the "insights-driven city," in which city leaders use data insights to understand the needs of citizens, optimize...

  • Webinar Make The Most Of Your VoC Technology Investments

    July 2, 2019 | Faith Adams

    Customer experience (CX) pros continue to invest in technologies to propel their voice of the customer (VoC) efforts forward — but the market has become quite crowded, making it cloudy for...

  • Webinar The US Customer Experience Index, 2019

    Small Gains Emerge Amidst Widespread Stagnation
    June 26, 2019 | Michelle Yaiser, Rick Parrish

    During this webinar, we delve into the latest results from Forrester’s US Customer Experience Index™. We discuss trends in CX quality at the brand and industry level, the role that...

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