Gartner Research

Hype Cycle for Customer Experience Analytics, 2018

Published: 02 August 2018

ID: G00338646

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


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.

Table Of Contents


  • 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

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