Gartner Research

Prioritize the Six Styles of Customer Analytics for Better Customer Experience

Published: 19 April 2017

ID: G00327629

Analyst(s): Gareth Herschel, Melissa Davis

Summary

Customer experience will improve if data and analytics leaders understand and engage customers beyond standard segmentation. Learn from thought leaders in multiple industries about six emerging styles of customer analytics that can be adopted to have a higher impact on the business.

Table Of Contents

Analysis

  • Avoid Dissatisfaction: Set Expectations and Minimize Problems
    • 1. Sharing Insights
    • 2. Ensuring "It Just Works"
  • Drive Improvement: Do the Usual Things, but Better Every Time
    • 3. Massive Customization
    • 4. Changing Behaviors
  • Exceed Expectations: Enable Exceptional Experiences and Advocacy
    • 5. People Make the Difference
    • 6. Deep Listening

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