Despite investment in people, data, and technology, organizations continue to struggle with driving insights that improve customer experience and business results. How can customer insights pros make progress now, along their marketing, technology, operations, and vendor partners? This webinar introduces Forrester’s customer insights (CI) maturity model and key characteristics of mature CI practices. CI pros and teams in customer obsessed firms show five success factors including executive leadership endorsement and support, and specific approaches to data, process, and culture. Forrester often hears questions from CI pros about CI organizations, and the webinar will provide research showing where most CI teams report into and firms’ plans on adding centralized vs decentralized analytics teams. This webinar will present four actions CI pros can take now to drive more value from customer insights.
Agenda:
- Get an overview about where you stand in Forrester’s 6 dimensions of customer insights maturity
- Review where CI pros and their teams report into today and plans organizations have to add centralized or decentralized analytics teams
- Benchmark yourself against five success factors of customer-centric firms
- Learn four actions you can take now to drive more value from customer insights
Key takeaways:
- Attendees can benchmark themselves against five success factors of customer-centric firms
- Attendees learn four actions they can take immediately, within existing resource constraints, to drive more value from customer insights
You'll receive an email with dialing and Webex instructions prior to the Webinar.