Forrester: Building an Insights-Driven Business

The opportunity to engage customers digitally has never been greater — but so is the cost of failing to meet their expectations. Organisations are striving to create exceptional customer experiences, yet many fall short, even with solid customer analytics in place. Long gone are the days when you could simply rely on one-dimensional outputs from traditional customer analytics tools.

To take customer experience to the next level organisations need to be ingesting signals across the entire customer journey and providing not just a recommendation but the right one. This requires internal alignment across teams, not just technology or data quality.

Ensono recently gathered experts and leaders from retail, hospitality, travel, IT, and manufacturing in Manchester to discuss the ever-increasing importance of using data to make better, faster decisions in all areas of business.

Watch this video with Michelle Beeson, a Senior Analyst at Forrester to explore:

• How customer needs, behaviours and expectations are evolving
• How organisations are building value with data-driven decisions
• How to get to the next best experience