CXM big and small data integration
Forsta sponsored a study by Harvard Business Review Analytic Services to explore the roles of Big Data and Small Data for organizations in understanding their customers.
98%
believe understanding customers is crucial to creating relevant customer experiences.
But only 23%
say they understand very well why their customers act the way they do.
98%
have a customer experience strategy in place.
But only 20%
claim the strategy is working well.
Leaders see greater CX success
There is hope. 15% of the respondents, the Leaders, are able to integrate both Big and Small Data to create a holistic customer view and report they have a far better understanding of their customers. This reaps business rewards.
Big Data
Big Data
Anticipated benefits of customer insight integration
Leaders reap these benefits with bolstered business
Leaders in the mixing of data see better profitability and revenue growth
How has your organization’s performance in each of the following areas changed over the last year?
To learn more about how Leaders are leveraging Big and Small Data to create a competitive advantage, read the full report.
Source: Harvard Business Review Analytical Services, October 2019
Related resources
Adapt to thrive: Innovation, AI and speed to insight
Adapt to thrive: Innovation, AI and speed to insight Adapt to thrive: Innovation, AI and speed to insight Market research has long been seen as a slow-moving industry, often hesitant to embrace new technologies and methodologies. Being forced to give up in-person research methods accelerated the adoption of digital-first ways of working, AI-driven insights, and […]
The digital leader’s guide to CX
The digital leader’s guide to CX: An omnichannel strategy for better business outcomes The digital leader’s guide to CX: An omnichannel strategy for better business outcomes Seamless, Smart, Scalable CX for leaders The future of digital customer experience is here—and it’s more connected, intelligent, and actionable than ever. Digital leaders know the challenge all too […]
Emotions: the key to unlocking insights for results
Emotions: the key to unlocking insights for results Emotions: the key to unlocking insights for results Clarity, Connection, Conversion. Seamlessly Achieved. In the world of customer experience (CX), many programs fall short by focusing on outdated score-chasing metrics like NPS without realizing the untapped potential of emotional insights. This eBook is your guide to unlocking […]
Learn more about our industry leading platform
FORSTA NEWSLETTER
Get industry insights that matter,
delivered direct to your inbox
We collect this information to send you free content, offers, and product updates. Visit our recently updated privacy policy for details on how we protect and manage your submitted data.
