Gartner Research

Amplify Customer Demands for Innovation With Active Listening and Personalization

Published: 08 August 2018

ID: G00366108

Analyst(s): Michael Shanler , Michelle Duerst , Stephen Smith , Ellen Eichhorn , Mike Walker

Summary

"The customer is always right" originated in the early 1900s, but it has a new meaning today as industries seek to engage customers early in the innovation process. CIOs must invest in social analytics, market research and personalization technologies as part of a harmonized digital platform.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Know Your Customer
  • Direct Engagement
    • Amplify the Voice of Your Customers
    • Explore Personalization as a Profitable Test Market
    • Use the Wisdom and Wealth of the Crowd
  • Indirect Engagement
    • Subscribe to Market Research Data as a Service
    • Identify Emerging Trends With Social Analytics
    • Apply Artificial Intelligence to Model Potential Scenarios

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