Gartner Research

Emerging Technologies and Trends Impact Radar: Customer Analytics for Customer Experience

Published: 08 April 2022

Summary

Emerging technologies and trends in customer analytics will create new opportunities in technology products and services. Product leaders must strategically exploit these technologies to drive greater revenue impact and deliver improved CX by boosting contextual business intelligence.

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Overview

Key Findings
  • Tech CEOs are establishing a balance between new client acquisition and customer retention and growing revenue in the customer base, with ever higher expectations of customer experience (CX) to encompass the entire customer life cycle.

  • Emerging technologies (such as graph analytics) will accelerate how technology and service providers combine structured and unstructured data, execute real-time analysis, mine untapped customer relationships and contextualize decisions.

  • “Things as customers” and digital humans will become customers and extend to become autonomous decision makers for human buyers over the next eight years, presenting new revenue opportunities and customer experiences.

  • Through 2030, CX will undergo

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