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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

[email protected]

http://blogs.forrester.com/roxana_strohmenger

Twitter: @rstrohmenger