customer insights

Use Customer Insights To Gain Competitive Advantage

Customers are disruptive. Restless, digitally savvy, intolerant, and free-spirited, they are driving profound change in what businesses are and how businesses work. There is no single archetype; this is now about anticipating customers at the human and emotional level. Winning requires customer insights and conviction that eclipse your previous understanding.

customer insights

Attitudes And Motivations

What are the attitudes and motivations that drive experimentation? Cause churn? Engender loyalty? Convert emotion to action? These questions have shifted from the operational periphery to the fundamental focus of strategies. Unlocking customer insights unleashes extraordinary competitive advantage.

The Operations Of Emotions

Emotional engagement used to be the art of advertising — it is now the science of operations. Emotion is the primary driver of decisions, loyalty, and spend. It informs the path to purchase and your path to growth. It puts scale on its head, from using segments to find easy, common traits to sensing and responding your customers’ emotional states in the moments that matter.

Systems Of Insight

Data is fuel. But for most companies, it’s a lazy asset locked in systems of record. Systems of insight unleash that data and translate it into customer insights and actions. This is not better visualization or data lakes or AI for AI’s sake; this is putting in place an end-to-end system that converts potential to reality.

Trust

Divisions abound. Trust in institutions is eroding. Social media has democratized brands and made them fodder for sporadic outrage. This is the reality that you face: Remaking trust in a market rife with security and privacy risk and contending with social networks that can turn a single experience into large-scale outrage.

Featured Insights

BLOG

Run Your Business At The Speed Of Thought

AI is becoming more empathetic and customer-centric. The future is closer than you think. Are you ready?
Read More
BLOG

The "Be Here Now" Phone: A Conversation With Light CEO Kaiwei Tang

Does time spent on your smartphone sometimes feel like it’s pulling you away from real life? And is the pull hard to resist? There’s a reason it feels that way.
Read More

Real-Time CX

It’s a reality. Discover the new FeedbackNow.

Nov 5–6 • Fairmont Austin

Reimagine To Reinvent

Get inspired to reimagine your business with data, intelligence, and insight at Data Strategy & Insights 2019.

Our Customer Insights Team

Anjali Lai

Anjali Lai

Senior Data Analyst

James L. McQuivey

James McQuivey

VP, Principal Analyst

Learn more about customer insights

Thanks, we will be in touch soon. In the meantime please subscribe to our insights or give us a call:
+44 (0) 2073 237741 (Europe)
+1 615-395-3401 (United States)
+65 6426 7006 (Asia)