© 2016 FORRESTER. REPRODUCTION PROHIBITED.

© 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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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 Directorgleganza@forrester.com