Gartner Research

Hype Cycle for Customer Experience Analytics, 2018

Published: 02 August 2018

Summary

Improved customer experience from real-time, contextualized interactions is a top trend, balanced with the increased focus on data privacy. This year's Hype Cycle will help data and analytics leaders prioritize investments based on maturity, adoption and benefits of customer experience analytics.

Included in Full Research

  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Conversational Engagement Analytics
    • Crowdsourced Product Innovation
    • Thing Commerce
    • Virtual Digital Sales Assistant
    • Continuous Intelligence
    • Customer Psychographics
    • Customer Journey Analytics
  • At the Peak
    • Intelligent Applications
    • Software Usage Analytics
    • 360-Degree View
    • Digital Ethics
    • IoT for Customer Service
    • Multidimensional Campaign Segmentation
    • Customer Data Platforms
    • Emotion Detection/Recognition
    • Geospatial and Location Intelligence
    • Session Replay
    • Voice of the Customer
  • Sliding Into the Trough
    • Sales Predictive Analytics
    • Customer Engagement Center Interaction Analytics
    • Predictive B2B Marketing Analytics
    • Mobile Marketing Analytics
    • Event-Triggered Marketing
    • Multitouch Attribution
    • Virtual Customer Assistants
    • Video/Image Analytics for Customer Experience
    • Real-Time Store IoT Platform
    • Personalization Engines
    • Sales Performance Management
    • Mobile App Analytics
  • Climbing the Slope
    • B2C Dynamic Pricing
    • Price Optimization and Management for B2B
    • Social Analytics
    • Customer Engagement Center Performance Management
    • Field Service Workforce Optimization
    • MDM of Customer Data
    • Sales Analytics
  • Entering the Plateau
    • Data Management Platforms (Advertising)
    • Predictive B2C Analytics for Multichannel Campaigns
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

Access Research

Already a Gartner client?

To view this research and much more, become a client.

Speak with a Gartner specialist to learn how you can access peer and practitioner research backed by proprietary data, insights, advice and tools to help you achieve stronger performance.

By clicking the "Continue" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

Gartner research: Trusted insight for executives and their teams

What is Gartner research?

Gartner research, which includes in-depth proprietary studies, peer and industry best practices, trend analysis and quantitative modeling, enables us to offer innovative approaches that can help you drive stronger, more sustainable business performance.

Gartner research is unique, thanks to:

Independence and objectivity

Our independence as a research firm enables our experts to provide unbiased advice you can trust.

Actionable insights

Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps.

Proprietary methodologies

Our research practices and procedures distill large volumes of data into clear, precise recommendations.

Gartner research is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth.

Tap into our experts

We offer one-on-one guidance tailored to your mission-critical priorities.

Pick the right tools and providers

We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision.

Create a network

Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy.

Experience Gartner Conferences

Join your peers for the unveiling of the latest insights at Gartner conferences.

©2022 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.