1. Making Leaders Successful
Every Day

2. Bringing It All Together: The Forrester View
Of Insight Innovation
Roxana Strohmenger, Analyst
March XX, 2013

3. Disruption is here…are you ready?

4. Technology-empowered consumers are forcing
companies to become “customer-obsessed”

5. We have now entered the age of the customer
Source: June 6, 2011, “Competitive Strategy In The Age Of The Customer”, a Forrester report.

6. Customer obsession only happens when
companies have a hyper-focused attention
Customer Knowledge Customer Relationships
6

7. Success in this new world will only occur
with a shift to an Intelligent Enterprise
The Intelligent Enterprise

8. Bridge the gap between customer experience,
customer intelligence, & market research departments

9. Insights must come from the continuous
integration of various data sources

10. Also keep in mind the new sources of data
at our disposal for insight generation
10

11. Disney’s “guestology” processes are the pinnacle of
what the Intelligent Enterprise should look like.

12. Are you on the path to create the
Intelligent Enterprise?

13. Questions?

14. Thank you
Roxana Strohmenger
+1 617.613.6511
rstrohmenger@forrester.com
http://blogs.forrester.com/roxana_strohmenger
Twitter: @rstrohmenger