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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

Ready or Not, Digital Doubles Are Here

Can your CRM handle agent-to-agent commerce?

White-Glove-for-All Is the Future of Customer Care

Providing a premium, highly personalized level of care to every customer is the new norm.

Customer Success Platforms Enable Hyper-Personalization

New marketing tech provides a pathway to better one-to-one outreach.

How to Advance Self-Service with the Latest Generative AI Bots

Customer self-service is better today, but it takes effort to use it successfully.

ViewPoints

From Back End to Brand Impact: Why Software Engineers Belong in CX Strategy Rooms

At the end of the day, the customer experience is about how well a product works. Engineers shape those impressions daily.

Beyond the AI Noise: Three MarTech Shifts That Matter for 2026

Everyone has been talking about generative or agentic AI. But don't overlook these developments.

For Modern Retailers, Cloud-Based Firewalls Simplify Security

As the threat landscape evolves, so do the challenges of compliance, data protection, and security management. Firewall-as-a-service (FWaaS) provides a modern, cloud-based solution.

When Machines Become Teammates: The Next Era of Human Empowerment

The future of customer success will belong not to those who automate the most but those who learn to collaborate best.

Columns

Conversation Analytics: A Necessity for AI-Enabled Customer Service

These solutions are a foundational component for contact centers of the future.

Why Every Company Needs an Operating Model for CRM (and What That Means)

People don't use CRM the way it was intended.

If the Fast Lane Is Self-Service Bots, Then the Slow Lane Is Stewardship

Will customer support in which human agents take ownership of issues become a luxury good?

Quiet CX Upgrades You’re Skipping While Chasing AI Fireworks

There are simple fixes that are surprisingly effective.

Buyer's Guide Partners