2.1: Analytical Capabilities

Build analytical muscle to respond with relevance and immediacy.

Other Information:

As a group, CEOs are investing more in customer insights than any other functional area — far above operations, competitive intelligence, financial analysis and even risk management. They are seeking a better understanding of individual customer needs and improved responsiveness. Although face-to-face will remain the most prevalent form of customer interaction, CEOs expect a step-change in the use of social media. Given the need for deep customer insight, outperformers have a distinct advantage. They are far more adept at converting data into insights, and insights into action.

Stakeholder(s):

• CEOs: To engage customers as individuals, CEOs are building analytical muscle to respond with relevance and immediacy.

Indicator(s):

Indicator:1

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