Gartner Research

Boosting Customer Listening Effectiveness

Published: 25 July 2017

ID: G00343837

Analyst(s): Customer Experience Research Team


Companies have never had access to more data about their customers, from interaction and purchase histories, to social and demographic data, and customer feedback. But despite this access, 72% of Customer Experience leaders report that their organizations still do not fully understand what drives their customers’ behaviors and attitudes. For some, this confusion is due to a lack of knowledge about customers’ actual experience and what they truly care about when interacting with the company. For others, there is a lack of common understanding due to overly compartmentalized data.

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