Gartner examines customer experience innovation for 2017

Bad decisions are, well, bad. Yet, it can be difficult to make good decisions without the right information. That’s why analytics are important—they enable you to make educated changes to your organization, rather than changes based on opinions.

The use of customer analytics to improve the customer experience has become an area of increasing focus for organizations. According to Gartner, “By 2020, more than 40% of all data analytics projects will relate to an aspect of customer experience.”

To distinguish your organization from others, the use of data to improve how your customers interact with your company is crucial. Gartner’s Survey Analysis: Customer Experience Innovation 2017—AI Now on the CX Map explores the customer experience projects of numerous organizations, as well as what makes them successful.

Gartner’s report discusses:

  • New and Continuing CX Improvement Projects in 2016
  • Projects With the Biggest Impact on Customer Experience in 2016
  • CX Projects Planned for 2017
  • Customer Experience Technology Investment Increases for 2017
  • Customer Analytics Priorities for 2017
  • Plans for Emerging Technologies in Customer-Experience-Related Projects
  • Measuring the ROI of CX Improvement Projects

To learn more about the customer analytics technology customers are investing in, access a complimentary copy of Gartner’s report Survey Analysis: Customer Experience Innovation 2017—AI Now on the CX Map for a limited time.

Survey Analysis: Customer Experience Innovation 2017—AI Now on the CX Map, N. Ingelbrecht, O. Huang.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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