Can You Hear Us? Where Are You?

So, I just got back from Forrester’s Customer Experience Forum in New York. This year, it was at the Marriott Marquis, right in the heart of Times Square. Now, if you’re like me and have lived in a rural (ok, backwoods) town for the past 10 years, Times Square can be pretty overwhelming. You feel like you’re wading through a sea of people with every step. You hear more languages and see more diverse cultures in a block than in an around-the-world trip. And the neon and pictures and street-hawkers and . . . and . . . and. It’s total information overload.

Even worse, I had arranged to meet clients in the middle of this chaos. I was lost and running late. The call was short but clear: “Can you hear us? We’re here. Where are you? We need to leave soon.”

For many market insights professionals, my experience in Times Square is a microcosm of reality. Many have been stuck in the back office, already struggling to meet present stakeholders' needs. Suddenly, you're thrust into an overwhelming sea of new data sources with an executive mandate to find the customers and figure out their needs. Worse, if you don’t do this quickly, your customers are going to leave.

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