Gartner Research

How IT Should Deepen Big Data Analysis to Support Customer-Centricity

Published: 26 June 2013

ID: G00248980

Analyst(s): Michael Maoz


As customer service organizations transform large, varied data sources into insight on customer requirements, big data is evolving from a vague concept to a precise meaning. CIOs and IT leaders who fail to harness big data to build customer-centricity across service channels are risking their jobs.

Table Of Contents


  • What Big Data Means for Customer Service Organizations
  • How Customer Service Organizations Incorporate Big Data
  • What a Big-Data-Enabled Customer Support Organization Looks Like

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