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Customer Data Analytics

Customer Relationship Management (CRM) data analytics, or customer analytics, is a critical element of CRM. Learn to quickly identify and solve customer-facing business problems by collecting, organizing, and analyzing customer data captured throughout an organization. Explore our latest customer analytics news, analysis, and advice.

Features

GEO Is Superseding SEO

Generative engine optimization demands a fundamental shift in marketing strategy.

Who Owns the Customer Experience?

The CRM tech stack is coming together, which complicates the ownership debate.

New PCI Enforcement Starts Later This Month

Companies have until March 31 to comply with new PCI data security measures.

Why Branded Calling Is Critical for Outbound Outreach

Here's how to implement it and restore your ring's reputation.

ViewPoints

Generative Video Can Be CX's Sharpest Tool

Generative video can show customers exactly what they need to see, assembled from their product or account state, to solve their particular issue.

Why AI Pilots Rarely Scale, and How Design Discipline Can Fix That

The gap between experimentation and impact remains wide. Here's how to move from pilot to performance.

Carbon-Aware Marketing Will Redefine Customer Engagement

Marketing doesn't need more channels; it needs smarter ones. A new carbon optimization layer could transform how brands engage customers and how they measure responsibility.

The New Customer Journey: How AI Search Engines Are Rewriting the Marketing Funnel

The model where brands optimized to appear in search results is giving way to an environment where AI intermediaries provide synthesized answers.

Columns

I Own My Own Experiences

No one department should have exclusive responsibility for the customer experience.

CX Solutions of the Future Will Have a Mind of Their Own

Agentic AI won't just think but act.

How Does CRM Affect Private Equity Investment?

Investors need a window into the health of a business.

Boosting CX Worker Productivity in the AI Age

Agentic AI combined with customer-facing human agents will transform service.

Buyer's Guide Partners