Gartner Research

Understanding Customer Experience Analytics for Marketing

Published: 11 November 2016

ID: G00319662

Analyst(s): Lizzy Foo Kune


Marketing analytics is rapidly evolving past a single-channel/single-campaign view to encompass the entirety of the customers' engagement with a company. Use this research to understand two ways marketing leaders can analyze customer experience: customer journey analytics and voice of the customer.

Table Of Contents


  • Customer Journey Analytics (CJA)
    • The Marketing Challenge
    • Voice of the Customer Analytics
  • What to Do Next

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