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Customer insights pros typically haven’t had to provide sophisticated business cases for investment in the data and technology they need for digital analytics, and they need to step up their game to keep their approach competitive. This webinar will provide success factors and approaches for effective digital intelligence business cases.
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In this report, Forrester has devised a strategic roadmap to help customer insights (CI) pros accelerate their digital intelligence journey.
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 customer insights (CI) professionals build a digital intelligen
Join Sucharita Kodali and Fiona Swerdlow for a recap of the 2021 end-of-year holiday season. In this webinar, we review insights about the season to inform your planning for Holiday 2022. Key takeaways: How US and UK consumers felt about the season overall Highlights from 2021 Black Friday and Cyber Monday events Initial thoughts on areas to work on for Holiday 2022 Target audience level: intermediate
The past two years have taught us that it's critical to have clear visibility into customer behaviors, motivations, and intent. Unfortunately, several waves of fog are rolling in. Upcoming events like cookie deprecation and trends like the proliferation of opaque AI systems promise to obscure companies’ ability to glean meaningful customer insights. Some forward-thinking companies, however, will turn these threats into opportunities. Key takeaways: Prepare for cookie deprecation. Bring together design researchers and data scientists. Adopt explainable AI (XAI). Target audience level: all levels
Customer-obsessed firms must break down organizational silos to focus on the next-best experience (NBX) needs of their customers. But disparate and overlapping technology investments severely hamper their collaboration efforts. It’s critical to understand when and why to implement various technologies as components of the enterprise customer experience (CX) ecosystem. This webinar explains the business rationale associated with four different solutions: customer journey orchestration (CJO), real-time interaction management (RTIM), cross-channel campaign management (CCCM), and customer data platforms (CDPs). Key takeaways:• Learn about the technology requirements to deliver next best experience (NBX).• Understand the NBX capabilities of CJO, RTIM, CCCM, and CDPs.• Find out which vendors deliver NBX capabilities for various vertical use cases.• Discover NBX metrics based on customer outcomes versus brand KPIs.• Explore how to position NBX capabilities within your CX ecosystem. Target audience level: all levels Vendors mentioned: Adobe, Alterian, Boxever (Sitecore), Emarsys (SAP), FICO, Kitewheel (CSG), mParticle, NGDATA, Oracle, Pegasystems, Pointillist, Precisely, Red Point Global, Salesforce, SAS, Teradata, Thunderhead, Treasure Data, and Usermind (BryterCX).
