Gartner Information Technology Research

How to Drive Value From Customer Experience Analytics

Published: 20 March 2020

ID: G00465723

Analyst(s): Melissa Davis

Summary

Providing excellent customer experience is a top priority, and customer experience analytics is one of the most compelling investments in the field. Data and analytics leaders must make a strong business case to ensure that investments in CX analytics are a priority.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Start With the Quick Wins in Order to Fund Longer-Term Customer Experience Improvements
  • Spread the Wealth: Uncover Business Benefits by Using Six Best Practices
    • Know Your Customers
    • Grow Your Customers
    • Keep Your Customers
    • Find Efficiencies
    • Innovate
    • Link CX Metrics to Financial Business Outcomes
  • Don’t Dive Straight In: Benchmark and Conduct Proofs of Concept to Validate Benefits
    • Benchmarking
    • Proofs of Concept
  • Case Study

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