Gartner Research

Hype Cycle for Customer Experience Analytics, 2019


Customer experience expectations are now driven by the explosion of channels, digital interactions and the volume and connections of diverse data types. This Hype Cycle will help data and analytics leaders prioritize investments based on the maturity, adoption and benefits of CX analytics.

Published: 07 August 2019

ID: G00370335

Analyst(s): Melissa Davis Gareth Herschel Jim Hare

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
    • Innovation Profiles by Function
    • Innovation Profile Changes
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Crowdsourced Product Innovation
    • Things as Customers
    • Emotion AI
    • Customer Psychographics
    • Workforce Engagement Management
  • At the Peak
    • Continuous Intelligence
    • Customer Journey Analytics
    • IoT for Customer Service
    • Virtual Digital Sales Assistant
    • Augmented Analytics for Customer Experience
    • Augmented Reality
    • Customer Engagement Hub
    • Intelligent Applications
    • Software Usage Analytics
    • Digital Ethics
    • Customer Data Platforms
    • Session Replay
    • Emotion Detection/Recognition
  • Sliding Into the Trough
    • Customer Service Analytics
    • Voice of the Customer
    • Event-Triggered Marketing
    • Predictive Sales Forecasting
    • Virtual Customer Assistants
    • Multitouch Attribution
    • Personalization Engines
    • Real-Time Store IoT Platform
    • Video/Image Analytics for Customer Experience
    • Indoor Location Intelligence
    • Field Service Workforce Optimization
  • Climbing the Slope
    • Mobile Marketing Analytics
    • Outdoor Location Intelligence
    • B2C Dynamic Pricing
    • Social Analytics
    • Sales Performance Management
    • MDM of Customer Data
    • Price Optimization and Management for B2B
  • Entering the Plateau
    • Sales KPI Analytics
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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