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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.

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The Keys to Bringing Buyers Out From the Shadows

Best practices for finding, connecting with, and engaging uncommitted shoppers.

Linda Pophal // 26 Jun 2025

Tips for Driving Customers to Self-Serve

Make self-service options readily available, easy to use, and valuable.

Phillip Britt // 26 Jun 2025

Voice AI Becomes a Moneymaker

Hospitality outlets can now take advantage of voice ordering to increase revenue and retention.

Phillip Britt // 26 Jun 2025

Social Re-Emerges as a Customer Service Channel

AI is making social support more of a viable option this time around.

Phillip Britt // 30 May 2025
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Is ‘I Thought YOU Were Handling That!’ Costing Your Team?

These moments waste your team's time, damage customer relationships, and slowly erode the trust that keeps your organization functioning.

Anne Lackey // 01 Aug 2025

GenAI-First Agentic Ecosystems Are Driving a Composable Commerce Transformation

An ecosystem built from modular and interchangeable components can work seamlessly across key retail functions

Padmanabhan Venkatesan // 31 Jul 2025

How to Avoid the Customer Experience Cliff

When automation displaces so many human roles, CX quality takes a nosedive. The key is to define clear, human-centric strategies for implementing AI.

Jennifer Lee // 29 Jul 2025

How to Navigate CRM Implementation Risks

By identifying these risks early in the process, you can mitigate their impact.

Roman Davydov // 25 Jul 2025
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Will AI Replace Contact Center Agents?

The notion of using technology to shrink contact centers has come up repeatedly through the years.

Donna Fluss // 29 Jul 2025

Yes, AI Will Take Over Some B2B Sales Roles

Have AI support you, not replace you.

Jim Dickie // 01 Jul 2025

Voice AI Is Fueling Serious Investment Interest

VCs see exciting opportunities for the technology in the B2C and B2B sectors.

Kashyap Kompella // 23 Jun 2025

AI Goldfish or AI Dolphin—Which One Is Your Organization Ready to Be?

Beware of memory scars from past attempts to leverage AI.

Liz Miller // 17 Jun 2025
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