Gartner Research

How to Drive Value From Customer Experience Analytics

Published: 10 May 2018

ID: G00352157

Analyst(s): Melissa Davis


Providing excellent customer experience is a strategic imperative, and CX analytics is one of the hottest investments in the field. Data and analytics leaders must make a strong business case to ensure that CX analytics is a priority.

Table Of Contents
  • Key Challenges



  • Prioritize the Short Term: Focus on Greatest Short-Term ROI Impact
  • Spread the Wealth: Uncover Business Benefits by Using Six Best Practices
    • 1. Know Your Customers
    • 2. Keep Your Customers
    • 3. Grow Your Customers
    • 4. Find Efficiencies
    • 5. Innovate
    • 6. Link CX Metrics to Financial Business Outcomes
  • Don't Dive Straight In: Benchmark and Conduct Proofs of Concept
    • Benchmarking
    • Proofs of Concept
  • Case Study

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