Shape the Future of Customer Experience With Customer Analytics

Foundational Refreshed: 03 August 2018 | Published: 25 April 2017 ID: G00315125


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Customer analytics is the No. 1 planned technology investment to transform the customer experience. Data and analytics leaders must understand how real-time responses, customer journey analytics and leveraging AI are trending and will shape the future of customer experience in digital business.

Table of Contents

  • Introduction
  • Analysis
    • Meet Your Customers' Ideal Response Expectations by Evaluating Decision Response Timelines
    • Build Competitive Advantage by Planning for New Analytic Techniques and Data Sources in Your Existing Customer Analytics Roadmap
      • The Customer Journey Within the Organization
      • The Customer Journey Across the Ecosystem Using Location and IoT Analytics
    • Create a Culture of Innovation by Injecting AI Into Your Customer Analytics Investments
  • Gartner Recommended Reading
© 2017 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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