Gartner Research

Market Trends: Analytics Lead the Shift From Tactical to Strategic Approaches in Customer Experience Innovation

Published: 04 May 2017

ID: G00317740

Analyst(s): Julie Meyer, Olive Huang , Nick Ingelbrecht , Ayush Saxena, Anjali Grover


Personalizing customer experiences across multiple channels is a technology-intensive activity increasingly demanding a cross-organizational, strategic approach. Technology product marketing leaders can leverage their organization's data assets to help deliver more intelligent customer experiences.

Table Of Contents


Market Trend

  • The Market Is Shifting Toward Strategic and Cross-Organizational Approaches to Improve CX
  • Regional Trend of Social Media Discussion
  • Technology Trend

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