Customer analytics

Customer analytics help shape customer experience and improvements to sales, marketing and customer service approaches. More importantly, the insights analytics uncover can spot opportunities to upsell and better compete, creating bottom-line growth.

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October 14, 2020 14 Oct'20
SAP CDP the latest customer data platform on a crowded block

SAP released a customer data platform, following its CX platform competitors Microsoft, Salesforce, Adobe and Oracle. The SAP CDP extends outside of the common marketing use case.
October 01, 2020 01 Oct'20
Pandemic speeds up digital transformation in sports

Professional sports teams and leagues are looking to the digital world as they seek other revenue streams due to the loss of fans in the seats during the COVID-19 pandemic.
October 01, 2020 01 Oct'20
Microsoft CDP adds cross-channel analytics

Microsoft Dynamics 365 Customer Insights CDP adds integrations with other CX systems that perform analytics, customer data governance and sentiment analysis.
September 29, 2020 29 Sep'20
Adobe Experience Platform, Oracle CX add CDP connections

Adobe bridges its CDP with Experience Cloud apps as well as third-party apps such as Salesforce. Oracle adds privacy compliance tools to its CDP stack and deepens hooks into Eloqua.

Bring yourself up to speed with our introductory content

How to collect customer data to improve overall retail CX

Businesses need data to predict and adjust to customer wants and needs, but first, they need to figure out how to collect it. One option is to use a digital CX software. Continue Reading
10 types of biases that affect customer data analysis

Analytics can help businesses make data-driven decisions, but common cognitive biases can skew how organizations interpret the information and CX. Continue Reading
How to gather and evaluate customer sentiment

Businesses can harvest customer sentiment from a variety of places, including social media, surveys, likes, comment cards, contact centers and word-of-mouth. Continue Reading

Weigh the pros and cons of technologies, products and projects you are considering.

Use Qualtrics surveys to boost employee engagement

SAP Qualtrics surveys may help uncover workforce sentiment so business and HR leaders can act on it and help improve employee engagement. Learn what that entails. Continue Reading
What IT leaders need to know about customer data platforms

Customer data platforms offer a lot, but many IT decision-makers remain skeptical -- there's still plenty of confusion over what they are. Find out what companies get with them. Continue Reading
How data from APM tools helps businesses improve CX

Businesses have many options when it comes to analyzing customer experiences. APM tools can help contact center leaders improve agent experience, as well as CX. Continue Reading

Learn to apply best practices and optimize your operations.

Personalized digital experiences for customers begin at home

Learn how implementing a rewarding digital experience for savvy customers starts with digitally transforming corporate culture and nurturing a customer-facing staff. Continue Reading
Collaboration tools in the workplace boost customer experiences

Collaboration tools improve personal digital experiences internally for contact center agents, marketers and sales pros and externally for customers in an e-commerce environment. Continue Reading
Contact center workforce management keeps pace with consumers

Workforce management software improves customer interactions with contact center agents and helps transform customer service from a cost center into a profit center. Continue Reading

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

Consumer behavior analytics makes the unpredictable predictable

With AI's arsenal of machine learning, deep learning and NLP, consumer analytics can take some of the unpredictability out of predicting buying patterns and up conversion rates. Continue Reading
Has Salesforce Wave lived up to the hype?

Six months after its launch, Salesforce Wave, or Analytics Cloud, may not be delivering on its high post-Dreamforce expectations. Continue Reading
Customer personalization brings intelligence to sales and marketing

Generic messages to customers and prospects are losing their effectiveness. Today, tailoring interactions to individuals is crucial to make the sale. Continue Reading