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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Customer analytics News

July 29, 2020 29 Jul'20
Oracle CX head Rob Tarkoff: Acquisition integrations complete

The executive vice president of CX and Oracle Data Cloud discusses how acquired technologies have been fully integrated into Oracle's customer experience SaaS application stack.
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.

Customer analytics Get Started

Bring yourself up to speed with our introductory content

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
How to comprehensively personalize the customer experience

A personalization strategy can increase brand loyalty and customer retention by providing relevant content to customers when they need it. Here's how to get started. Continue Reading

Evaluate Customer analytics Vendors & Products

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

Manage Customer analytics

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

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