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Customer Insights & Analytics

Data as oil is an apt analogy; oil deposits sit across multiple sites, and companies work hard to create efficient and effective refinery and delivery models to convert data to fuel.

For many companies, powerful and consistent insights are the elusive invaluable. Data are dispersed across diverse systems and strewn across operational (and political) silos. Well-meaning and well-designed dashboards thrive across the enterprise giving multiple views of the truth with measures that matter and some that clutter. Firms struggle with bringing in objective, complete, and sometimes sobering, customer insights and voices to challenge strategy and operating norms.

Forrester helps customer insights and analytics professionals convert data potential to kinetic energy with expert guidance on building systems of insights — everything from data governance to decisioning.

Insights for Customer Insights & Analytics Professionals

Blog

How American Express Boosted Survey Response Rates Up To 3x

Do you wonder how to increase survey response rates? I recently had a great conversation with Luis Angel-Lalanne, vice president of customer listening at American Express. Amex recently improved survey response rates by 250-300%.
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Podcast

The Future Of Empowered Customers

What’s not changing: the five key dimensions of customer empowerment. What is changing: empowered customers’ desires. Dive deep into the shifting sands of consumer sentiment on this episode of What It Means, featuring Senior Analyst Anjali Lai.
Listen Now

The US CX Index 2020: Why CX Differentiation Leads To Long-Term Success

Dive into the latest results from this year’s US CX Index, explore trends in CX quality at the brand and industry level, and understand the impact of CX-based differentiation.

How Does Your Brand’s CX Stack Up?

Is your brand top of the pack or falling behind? Discover how your customers rated your brand's experiences in the 2020 CX Index™ results.

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