Gartner Research

6 Ways to Use Customer Data and Analytics for a Better CX

Published: 14 August 2019

ID: G00428597

Analyst(s): Melissa Davis , Gareth Herschel

Summary

Customer experience will improve if application leaders approach customer analytics in innovative ways. Learn from thought leaders in multiple industries about six ways of applying data and analytics to have a higher impact on the business.

Table Of Contents

Analysis

  • Avoid Dissatisfaction: Set Expectations and Minimize Problems
    • 1. Sharing Insights
    • 2. Ensuring “It Just Works”
  • Drive Improvement: Do the Usual Things, but Better Every Time
    • 3. Massive Customization
    • 4. Changing Behaviors
  • Exceed Expectations: Enable Exceptional Experiences and Advocacy
    • 5. People Make the Difference
    • 6. Deep Listening

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