Gartner Research

The State of Customer Experience Innovation, 2016: Customer Analytics Gets Critical

Published: 05 May 2016

ID: G00303303

Analyst(s): Nick Ingelbrecht , Olive Huang , Julie Meyer


Customer analytics has become the hottest technology investment area. IT leaders supporting customer experience must prioritize the right mix of investments for their organization, amid a huge and often bewildering array of alternatives.

Table Of Contents

Survey Objective

Data Insights

  • Highest-Impact CX Improvement Projects for 2015: Multichannel, Self-Serve and Gaining a Single View of the Customer
  • Customer Analytics: The Most Critical Technology Investment
  • Eighty-Eight Percent of Organizations Plan to Increase CX Technology Investments
  • CX and RoI Metrics Still Challenge Many Organizations
  • Methodology
  • Definitions

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