CX TALK: Forrester on the Data-Driven Design Evolution

Tony Costa is a Senior Analyst at Forrest. At the Executive Customer Contact Exchange US he presented an insightful session on data-driven design and the rise of individualised experiences.

He says that in today’s society being ‘good’ is no longer good enough, because organisations don’t stand out and you blend with everyone else. You’re not a differentiator, which you need to be to get in the ‘excellent’ category. Therefor you have to think about innovation and doing something your competitors are not; the data-driven design evolution.

Watch his full session below.