Forrester Consulting: The Total Economic Impact™ of Insider One

449% ROI.

$13.9M NPV.

View Key Findings

Based on interviews with enterprise customers Forrester found that Insider One delivered the following results

449%

ROI over 3 years

13.9M

net present value (NPV)

<6

months playback period

10.2M

 incremental revenue generated

25%

AOV increase with Agent One™

Access the study

The study also highlights how organizations consolidate fragmented tools, automate execution, and move toward autonomous, AI-driven customer engagement.

Discover what the experts are saying about Insider One

Discover what the experts are saying about Insider One Discover what the experts are saying about Insider One

Discover what the experts are saying about Insider One

In 2026, Insider One commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to evaluate the potential return on investment organizations may achieve by deploying its agentic customer engagement platform.

Access the study

What this means for the composite organization

Consolidate 5–6 tools into a single platform

Increase revenue without increasing headcount

Turn real-time customer data into immediate action

Replace manual campaigns with autonomous execution

“On top of having six different marketing platforms we also did not have a unified layer of customer data… With Insider One, we can create as many customer journeys as we want and launch them across all channels.”

Chief Marketing Officer
Ecommerce

“What differentiates Insider One’s agentic AI from other platforms is their concrete vision and huge investment… I don’t think others even have this capability yet.”

Global Director
Digital Marketing and Growth, Beauty & Wellness

“Before using Insider One, we had separate tools for each channel and function. But now all these use cases are running on one platform. We estimated the savings to be around $50,000 per year… 15% less compared to our old setup.”

Director of Ecommerce
Sports Retail

“We could not scale with our previous tool… it took experienced builders weeks to create a journey… We needed faster implementation because [a quick] time to market was very important for us.”

Head of Ecommerce
Health & Beauty

Frequently Asked Questions

What is a Forrester Total Economic Impact™ (TEI) study?

A Forrester Total Economic Impact™ (TEI) study is an independent analysis that evaluates the financial and business impact of a technology investment. It measures ROI, cost savings, and broader benefits based on customer interviews and a modeled “composite organization”.

How does Forrester calculate Total Economic Impact™ (TEI)?

Forrester calculates Total Economic Impact™ by analyzing four key areas: benefits, costs, flexibility, and risk. ROI is determined by comparing total quantified benefits against total costs over a multi-year period, with adjustments made to reflect real-world uncertainty.

What does the Forrester TEI study say about Insider One?

The Forrester TEI study found that organizations using Insider One achieved a 449% ROI, $13.9M net present value, and payback in under six months. It also highlights revenue growth, productivity gains, and reduced total cost of ownership from consolidating customer engagement tools.

Are the results from a Forrester TEI study guaranteed?

No. Forrester TEI results are based on a composite organization built from real customer interviews. Actual results will vary depending on factors such as company size, industry, existing technology stack, and how the platform is implemented and used.

What is the composite organization in a Forrester TEI study and how is it calculated?

In a Forrester Total Economic Impact™ (TEI) study, the composite organization is a modeled business created using data from multiple real customer interviews. Forrester aggregates these inputs to represent a typical company profile, including size, industry, revenue, and customer base. The financial results, including ROI and Total Economic Impact, are then calculated by applying quantified benefits and costs to this composite environment, with risk adjustments to reflect real-world variability.

How does Insider One improve customer engagement according to the TEI study?

According to the Forrester TEI study, Insider One improves customer engagement by unifying customer data, enabling real-time decisioning, and automating personalized interactions across channels. This leads to higher conversion rates, improved retention, and more consistent customer experiences.

What types of companies were included in the Forrester TEI study?

The study is based on interviews with enterprise organizations and modeled as a composite global retail company with billions in revenue and millions of active customers, representing typical large-scale customer engagement environments.

How does Insider One reduce total cost of ownership (TCO)?

The TEI study shows that Insider One reduced total cost of ownership by consolidating multiple marketing and customer engagement tools into a single platform, lowering vendor costs, reducing operational overhead, and minimizing reliance on manual processes.

Why is Total Economic Impact™ important when evaluating customer engagement platforms?

Total Economic Impact™ provides a structured, financial framework to evaluate technology decisions. For customer engagement platforms, it helps quantify revenue impact, efficiency gains, and cost savings, enabling leaders to make more informed, data-driven investment decisions.

Ready to learn more about Insider One?

See how Insider One delivered ROI, efficiency, and revenue growth