© 2016 forrester. reproduction prohibited.gene leganza, vp, research director...
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© 2016 FORRESTER. REPRODUCTION PROHIBITED.
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© 2016 FORRESTER. REPRODUCTION PROHIBITED.
Creating A Customer-obsessed, Insights-Driven BusinessNexJ Client Day 2017
Gene Leganza, VP, Research Director
Nov 8, 2017
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© 2016 Forrester Research, Inc. Reproduction Prohibited 3
Overview
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Power has shifted in the age of the customer.
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Customer-obsessed operating model principles overlay six operational levers.
Source: “Top Five Imperatives To Win In The Age Of The Customer” Forrester report
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Source: “Top Five Imperatives To Win In The Age Of The Customer” Forrester report
Forrester's five market imperatives.
Actions: Systems of insight, customer analytics, business intelligence, big data, Hadoop, predictive analytics, data warehouse, data governance, processes, skills, architecture, CDOs, CoEs, and more…
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The Insights-Driven Organization
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Source: “The Insights-Driven Business” Forrester report
An insights-driven business harnesses and applies data and analytics at every opportunity to differentiate its products and customer experiences.
Become a customer insights-driven organization
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Insights-driven business will grow 8 to 10 times faster than the global economy
Source: “Insights-Driven Businesses Set The Pace For Global Growth” Forrester Report
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Insights-driven businesses operate differently according to 5 principles
Source: “Insights-Driven Businesses Set The Pace For Global Growth” Forrester Report
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Systems of insight power insights-driven businesses.
Source: “Digital Insights Are The New Currency Of Business” Forrester Report
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Insights-Driven Businesses Operate Differently, In Closed-Loop Learning Processes
Source: “Insights-Driven Businesses Set The Pace For Global Growth” Forrester Report
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Insights-Driven Businesses Operate Differently, In Closed-Loop Learning Processes
Source: “Insights-Driven Businesses Set The Pace For Global Growth” Forrester Report
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Examples: Digital natives continue to lead the way
Source: “Insights-Driven Businesses Set The Pace For Global Growth” Forrester Report
…but enterprises can learn insights principles
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Systems of insight and insights platforms glue together customer life-cycle applications
Source: “Anatomy Of A System Of Insight” Forrester Report
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Recommendations
› Make becoming insights-driven one of your strategic priorities› Appoint leaders to build insights-driven operating models and capabilities› Prototype three systems of insight to drive customer-obsessed outcomes› Invest to unearth and expose all the data and insight› Build the right insights partnerships and ecosystem
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Thank you© 2016 FORRESTER. REPRODUCTION PROHIBITED.
Gene Leganza, VP, Research [email protected]