Gartner Research

Tackling the Barriers to Successful CSP Customer Experience Analytics

Published: 14 July 2016

ID: G00296089

Analyst(s): Neil Osmond, Charlotte Patrick

Summary

Customer experience analytics represent the first major big data project for CSPs and saw many of the issues often associated with implementing new capabilities. This research will provide business unit leaders with guidance on how to best manage organizational, technical and strategic issues.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Health Check for Long-Term Vision
    • Revisit the Roadmap
    • Check That the CXA Project Underpins Customer Journey Activities
    • Ensure Good Stakeholder Engagement
  • Create a Long-Term Organization That Can Support CXA
    • Breaking Data Siloes
    • Long-Term: Appoint a CDO to Head the CXA Project
    • Staff the CDO's Team
    • Build Coordination Between the CDO and CIO
  • Overcoming Data and Technology Issues
    • Prepare to Deal With Data Complexity From the Outset
    • Develop a Longer-Term Direction for the CXA Platform
  • Develop the Rollout Schedule
    • Check for Gaps

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