Gartner Research

Shape the Future of Customer Experience With Customer Analytics

Published: 26 March 2019

ID: G00386859

Analyst(s): Melissa Davis

Summary

Customer analytics is the No. 1 planned technology investment to transform the customer experience. Data and analytics leaders must understand how real-time responses and continuous intelligence, customer journey analytics and AI will shape the future of customer experience in digital business.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Deploy Continuous Intelligence/Real-Time Analytics at Key Points in the Customer Journey
  • Build Competitive Advantage by Planning for New Analytic Techniques and Data Sources
    • The Customer Journey Within the Organization Using Customer Journey Analysis
    • The Customer Journey Across the Ecosystem Using Location and IoT Analytics
  • Create a Culture of Innovation by Injecting AI Into Your Customer Analytics Investments

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