Customer Insights Predictions 2021

Forrester has solid data that shows that insights-driven firms outperform their peers, and our year-on-year data shows that advanced firms are widening the gap even further. Why? If 2020 has taught us anything, it’s that change is inevitable and that customer insights (CI) leaders must constantly evolve their techniques, their technology, and their organizations. Join our webinar to see how we predict the pursuit of customer insights will evolve in 2021.

Key takeaways:

• See why CI leaders will begin to invest in emotion analytics techniques in 2021.
• Learn how firms will change their organizations to get a better payoff from their customer insights by reorganizing across their customer experience (CX) and CI organizations and deploying insights change agents.
• Find out how, frustrated by failures of predictive modeling when customer behavior changed drastically in 2020, analytically driven firms will turn to the technique of reinforcement learning to find the next best experience for each customer.

Target audience level: all levels

Vendors mentioned: Cisco, Citrix, Clarabridge, IBM, and Pitney Bowes.