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Making Leaders Successful Every Day
Bringing It All Together: The Forrester View Of Insight Innovation
Roxana Strohmenger, AnalystMarch XX, 2013
Disruption is here…are you ready?
Technology-empowered consumers are forcing companies to become “customer-obsessed”
We have now entered the age of the customer
Source: June 6, 2011, “Competitive Strategy In The Age Of The Customer”, a Forrester report.
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Customer obsession only happens when companies have a hyper-focused attention
Customer Knowledge Customer Relationships
The Intelligent Enterprise
Success in this new world will only occur with a shift to an Intelligent Enterprise
Bridge the gap between customer experience, customer intelligence, & market research departments
Insights must come from the continuous integration of various data sources
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Also keep in mind the new sources of data at our disposal for insight generation
Disney’s “guestology” processes are the pinnacle of what the Intelligent Enterprise should look like.
Are you on the path to create the Intelligent Enterprise?
Questions?
Thank youRoxana Strohmenger
+1 617.613.6511
http://blogs.forrester.com/roxana_strohmenger
Twitter: @rstrohmenger