Hype Cycle for Customer Experience Analytics, 2017


Archived Published: 19 July 2017 ID: G00314866

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Summary

Improved customer experience from real-time, contextualized interactions supported by AI and machine learning is a top trend. This year's Hype Cycle will help data and analytics leaders prioritize investments through the maturity, adoption rates and benefits of customer experience analytics.

Table of Contents

  • Analysis
    • What You Need to Know
    • The Hype Cycle
    • The Priority Matrix
    • Off the Hype Cycle
    • On the Rise
      • Thing Commerce
      • Virtual Digital Sales Assistant (VDSA)
      • Real-Time Marketing
      • Customer Psychographics
      • Software Usage Analytics
    • At the Peak
      • Customer Journey Analytics
      • Multidimensional Campaign Segmentation
      • Customer Data Platforms
      • IoT for Customer Service
      • Personal Analytics
      • Emotion Detection/Recognition
      • Geospatial and Location Intelligence
      • Mobile Marketing Analytics
      • Voice of the Customer
      • Customer Engagement Center Interaction Analytics
      • Predictive B2B Marketing Analytics
      • Sales Predictive Analytics
    • Sliding Into the Trough
      • Multitouch Attribution
      • Virtual Customer Assistants
      • Video/Image Analytics for Customer Experience
      • Real-Time Store IoT Platform
      • Personalization Engines
      • Sales Performance Management
      • Data Management Platforms (Advertising)
      • Sales Analytics
    • Climbing the Slope
      • Customer Engagement Center Performance Management
      • Dynamic Pricing
      • Predictive Customer Analytics for MC Campaigns
      • Price Optimization and Management for B2B
      • Social Analytics
      • Field Service Workforce Optimization
    • Appendixes
      • Hype Cycle Phases, Benefit Ratings and Maturity Levels
  • 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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