Businesses are scrambling to transform in the wake of a rapidly shifting environment. As a result, many leaders struggle to deliver rich, fast, scalable customer insights across the organization at the moment they are needed.

In this session, representatives from Forrester and EXL will share results from a recently commissioned study of 170 strategic decision makers across the US & UK on their challenges and opportunities related to customer insights. The session will also highlight real-world examples of how organizations are leveraging customer analytics to deliver better business outcomes and customer experiences.

As an attendee, you will gain a deeper knowledge of the following:

• Understand how customer needs and expectations have changed in the post-pandemic digital world
• Know how to move from departmental silos and legacy systems to customer-centric thinking across the enterprise
• Explain how to effectively manage proliferating customer data and incorporate digital data sources into 360 views of the customer
• Demonstrate how to leverage AI and automation to scale up customer analytics and personalize digital journeys without eroding the human element or alienating the customer