Gartner Research

Hype Cycle for Customer Experience Analytics, 2017

Published: 19 July 2017

ID: G00314866

Analyst(s): Jim Hare , Gareth Herschel , Melissa Davis


Improved customer experience from real-time, contextualized interactions supported by AI and machine learning is a top trend. This year's Hype Cycle will help data and analytics leaders prioritize investments through the maturity, adoption rates and benefits of customer experience analytics.

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Thing Commerce
    • Virtual Digital Sales Assistant (VDSA)
    • Real-Time Marketing
    • Customer Psychographics
    • Software Usage Analytics
  • At the Peak
    • Customer Journey Analytics
    • Multidimensional Campaign Segmentation
    • Customer Data Platforms
    • IoT for Customer Service
    • Personal Analytics
    • Emotion Detection/Recognition
    • Geospatial and Location Intelligence
    • Mobile Marketing Analytics
    • Voice of the Customer
    • Customer Engagement Center Interaction Analytics
    • Predictive B2B Marketing Analytics
    • Sales Predictive Analytics
  • Sliding Into the Trough
    • Multitouch Attribution
    • Virtual Customer Assistants
    • Video/Image Analytics for Customer Experience
    • Real-Time Store IoT Platform
    • Personalization Engines
    • Sales Performance Management
    • Data Management Platforms (Advertising)
    • Sales Analytics
  • Climbing the Slope
    • Customer Engagement Center Performance Management
    • Dynamic Pricing
    • Predictive Customer Analytics for MC Campaigns
    • Price Optimization and Management for B2B
    • Social Analytics
    • Field Service Workforce Optimization
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.