Gartner Research

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

Published: 26 June 2013

ID: G00248980

Analyst(s): Michael Maoz

Summary

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

Analysis

  • 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

Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.