Gartner Research

Drive Customer Engagement With Advanced Analytics

Published: 14 May 2015

ID: G00277298

Analyst(s): Michael Maoz

Summary

An explosion of new advanced analytics tools have arrived on the market to transform customer service and support. While these tools all yield significant revenue opportunities, most IT leaders supporting customer experience projects still fail to exploit the possibilities.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Prepare for Advanced Analytics by Measuring the Present State of Customer Service
  • Determine Exactly Where, and How, Customer Service Improvements Should Be Made
  • Select the Technologies That Will Drive Advanced, Predictive Customer Service Capabilities
  • Select the Technologies That Will Drive Prescriptive Customer Service Capabilities
  • Find the Business Analysts With the Advanced Analytics Skills Required for Customer Service

Case Study

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