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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

Emotion Detection in Marketing Is About to Go Mainstream

Technology to detect and analyze emotional states has advanced significantly in the past year alone.

As Contact Centers Become More Complex, Testing Grows in Importance

Tools to optimize customer service operations have grown in scale and depth of functionality.

Using ROAS to Maximize Your Limited Ad Dollars

Tools exist to provide insights into which channels and sites lead to conversions, but they require work.

How Reliable Is Your Contact Center's AI Guidance?

Determining whether companies can trust the next-best-step suggestions AI makes for agents.

ViewPoints

The CX Leader's Evolution and Business Impact

The new customer experience officers will come from within the organization, operators who understand how a company's technology, data, and design choices will lead to a better understanding of customers.

3 Steps for Building Loyalty with Social Media Marketing

It's not the size of your follower base but how engaged your followers are. Here's how to development healthy social media engagement with your customers.

5 CRM Tips for Winning Over Your Customers

Here's how to elevate customer service, sales, and the rest of your business operations.

To Get the Most From Your CDP, Ask These 3 Questions

Most CDPs are great at providing insights into segments and near-real-time granular segments. Operationalizing those segments to drive business results is a different matter.

Columns

Some CRM Advice for the New Congress

Consumer privacy and security should become big priorities.

Interaction Analytics Helps Companies Hear their Customers

These solutions can be a company's eyes and ears on both customers and employees.

2023: A Year of Reckoning for CX Programs

CX programs that help companies restart the CX growth engine—and have the data to prove it—will thrive, despite corporate belt tightening.

What the Metaverse Can Learn from CRM and the Dotcom Bust

The metaverse has enormous potential, but successful applications won't simply happen.

Buyer's Guide Partners