Gartner Research

Hype Cycle for Customer Analytic Applications, 2014

Published: 30 July 2014

ID: G00263834

Analyst(s): Neil Chandler , Gareth Herschel


Analytical capability is increasingly packaged as a solution to address specific business issues. This Hype Cycle shows the maturity, adoption rates and benefits of various analytic applications that support front-office functions, such as marketing, sales and customer service.

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • On the Rise
    • Personal Analytics
    • Uplift Modeling
    • Customer Journey Analytics
    • Multichannel Attribution
    • Voice of the Customer
    • Marketing Mix Optimization
    • Emotion Detection/Recognition
  • At the Peak
    • Multichannel Location Analysis
    • Contact Center Interaction Analytics
    • Marketing Mix Modeling
    • Cost-to-Serve Analysis
    • Data Management Platforms (Advertising)
    • Sales Performance Management
    • Social Media Analytics
    • Real-Time Multichannel Customer Offer Engines
    • Social Network Analysis
    • Marketing Performance Management
    • Real-Time Store Monitoring Platform
    • Social Media Marketing Platforms
  • Sliding Into the Trough
    • Price Optimization and Management
    • Social Media Compliance
    • Sales Analytics
    • Contact Center Workforce Optimization
    • Contact Center Performance Management
    • MRM: Planning and Financial Management
    • Video Analytics
    • Multiechelon Inventory Optimization
    • Media Discovery and Recommendation Engines
    • Customer-Centric Merchandising
    • Trade Promotion Optimization
  • Climbing the Slope
    • Customer Best Next Action
    • Field Service Workforce Optimization
    • Real-Time Customer Offer Engines for CSPs
    • Product Portfolio and Program Management
    • Merchandise and Category Optimization
    • Sales Incentive Compensation Management
    • Social Media Engagement Applications
    • Contact Center Quality Management
    • Unified Price, Promotion and Markdown Optimization
  • Entering the Plateau
    • Contact Center Workforce Management
    • Predictive Analytics
    • Web Analytics
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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