Leverage powerful customer insights

Customer-centricity is the engine driving brands’ innovation and success

As businesses across industries scramble to transform themselves in a rapidly shifting business environment, the need for rich, fast, scalable customer insights has never been clearer. But many customer analytics leaders find that delivering relevant insights across the organization in the moment they’re needed is a complicated task – one that will only increase in scope as digital and unstructured customer data play an increasing role in their understanding of what customers want and need from them.

EXL recently commissioned Forrester to carry out a custom study to look at the current and future state of customer analytics, across US and UK geographies in the following industries: Technology, Financial Services, Retail, Healthcare, Professional Sports and Media. Forrester Consulting supplemented this research with custom survey questions asked of 170 data and analytics strategy decision-makers.

Key Findings


If you would like to discuss the findings or learn how EXL can help your organization make sense of its customer data, please contact us.

Project Director:

  • Nicholas Phelps, Principal Market Insights Consultant, Forrester

EXL Contributors:

Nikhil Gupta, Vice President, Analytics and UK Practice Lead for Retail, Media, and Telecom
LinkedIn Profile: Nikhil Gupta | LinkedIn

Vivek Vinod, Vice President, Analytics and Practice Lead for Banking & Fintech
LinkedIn Profile: Vivek Vinod | LinkedIn