Gartner Research

China Summary Translation: 'How to Drive Value From Customer Experience Analytics'

Published: 30 August 2018

ID: G00367326

Analyst(s): Olive Huang , Melissa Davis

Summary

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

主要挑战

建议

How to Drive Value From Customer Experience Analytics

  • Key Challenges
  • Recommendations

Introduction

Analysis

  • 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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