Gartner Research

Shape the Future of Customer Experience With Customer Analytics

Published: 25 April 2017

ID: G00315125

Analyst(s): Melissa Davis


Customer analytics is the No. 1 planned technology investment to transform the customer experience. Data and analytics leaders must understand how real-time responses, customer journey analytics and leveraging AI are trending and will shape the future of customer experience in digital business.

Table Of Contents
  • Key Challenges



  • Meet Your Customers' Ideal Response Expectations by Evaluating Decision Response Timelines
  • Build Competitive Advantage by Planning for New Analytic Techniques and Data Sources in Your Existing Customer Analytics Roadmap
    • The Customer Journey Within the Organization
    • The Customer Journey Across the Ecosystem Using Location and IoT Analytics
  • Create a Culture of Innovation by Injecting AI Into Your Customer Analytics Investments

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