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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Report: How Nike, Netflix, and Delta Are Expanding Their CX Strategies

Here’s a recent report from Worldwide Business Research (WBR) that explores how Netflix’s commitment to personalization is impacting customer expectations, Nike is turning data into unrivaled customer experiences, Wendy’s is driving customer experience through digital, and more.

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Customer analytics News

May 14, 2020 14 May'20
Adobe releases AI tools for sales, marketing and e-commerce

Adobe beefs up its AI tools for Experience Platform, including a customer intelligence tool and ones for leads, content matching, channel monitoring and customer journeys.
February 19, 2020 19 Feb'20
Microsoft CDP leads 400-plus features in Dynamics 365 update

Microsoft's Dynamics 365 2020 Wave 1 release opens up the floodgates for outside data sources connecting to Customer Insights, its customer data platform.
February 13, 2020 13 Feb'20
Customer experience vendor benefits from AI in forecasting

Using Anodot, customer experience software vendor Gainsight can automatically surface anomalies in its data and fix them, often before they become major problems.
December 23, 2019 23 Dec'19
Customer data platform tools top priority list for big vendors

CDPs, which unify marketing, sales and customer service data in real time, became a huge priority for Salesforce, Microsoft, SAP, Adobe and Oracle in 2019. Read about what's next for 2020.

Customer analytics Get Started

Bring yourself up to speed with our introductory content

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
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
actionable insights

Actionable insights are conclusions drawn from data that can be turned directly into an action or a response. Continue Reading

Evaluate Customer analytics Vendors & Products

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

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
How speech analytics can benefit call centers

Speech analytics software in call centers helps organizations pinpoint areas of weakness to address in an effort to improve customer experience and efficiency. 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

Manage Customer analytics

Learn to apply best practices and optimize your operations.

How to get value from customer insights data

Gathering and acting on customer insights can make the difference between a successful and struggling business. Here's how businesses can use it to their advantage. Continue Reading
4 voice of the customer methods to improve CX

To improve customer experience, organizations can use mystery shopping programs, social CRM and surveys to gather data from interactions with consumers. Continue Reading
How Netflix uses emotional analytics to improve CX

Emotional analytics enable businesses to obtain customer feedback without words. Netflix employs this tactic as a means to engage and retain customers. Continue Reading

Problem Solve Customer analytics Issues

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