Gartner's The State of Customer Experience Innovation 2016: Customer Analytics Gets Critical

There's no denying it, businesses that want to prioritize customer experience will need to make big investments in customer analytics solutions. In fact, according to a recent Gartner report, "by 2018, 50% of agent interactions will be influenced by real-time analytics".*

For organizations to make the most of the technology offered, they must understand which data strategies and metrics are most impactful for improving the customer experience. Gartner offers insights for improving customer experience:

  • Customer analytics has taken an important role in improving the customer experience.
  • A majority of businesses will invest in customer experience technology in 2016.
  • Measuring customer experience is an ongoing obstacle for many organizations.
  • Both predictive and prescriptive analytics are necessary for a thorough understanding of the customer experience.

The full report is no longer available for complimentary download. Read more about this and other Gartner research on the Gartner website.

*Gartner The State of Customer Experience Innovation 2016: Customer Analytics Gets Critical, Nick Ingelbrecht, Olive Huang, Julie A. Meyer, May 2016