Published: 17 January 2023
Understanding customer needs, values and satisfaction is critical for customer experience excellence. Product managers seeking to grow revenue and uncover new insights with an “outside-in” approach can assess and leverage a broad range of both established and newly emerging CX analytics tools.
Customer experience (CX) analytics has become one of the most important technology investment areas for uncovering actionableinsights and opportunities for product managers.
Product managers increasingly utilize tools that allow real-time outside-in perspectives to improve customer experiences more rapidly than in the past.
Product managers (PMs) who want to build compelling customer experiences as part of their product development should:
Design more engaging customer interactions by investing in CX analytics tools that address data gaps within both customer demographics and journeys for business growth.
Prioritize the use of real-time insights by doing a CX assessment— focusing on discovering and validating customer needs
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